AccountId: 011433970860
ContactId: 158aba3f-fa08-45f9-8e98-0ba7972e5fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199820 ms
Total Talk Time (AGENT): 88738 ms
Total Talk Time (CUSTOMER): 59424 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/158aba3f-fa08-45f9-8e98-0ba7972e5fe2_20250404T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so how's it going? My name is [PII]. I'm calling from Doctor [PII].
[AGENT][POSITIVE] I'm good thank you. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, good. I need to verify benefits for outpatient surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that patient surgery benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] I have here 02100309.
[CUSTOMER][NEUTRAL] ML and then the number 8.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm perfect. Thank you. All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And the surgery is gonna take an office setting or is it gonna be outpatient facility?
[CUSTOMER][NEUTRAL] Ambulatory surgical center, so outpatient.
[AGENT][POSITIVE] That's good. All right.
[AGENT][NEUTRAL] OK, let me look at that benefit and again this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an outpatient maximum of 7350 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, so you cover 7350. And how much of that has been met?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see how much she has here just one moment.
[AGENT][NEUTRAL] As of today, she has used let's see what that uh $610.80.
[CUSTOMER][NEUTRAL] So what is it that's left?
[AGENT][NEUTRAL] Um, let me calculate this. Bear with me just a second.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, she has remaining $6,739.20.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a reference number for this?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] No. What is the first initial of your last name?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] Thank you so much have a wonderful day.
[AGENT][POSITIVE] You as well. Thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks.