AccountId: 011433970860
ContactId: 263dc4aa-083e-4721-9b8c-e2adbb5d75aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125300 ms
Total Talk Time (AGENT): 57364 ms
Total Talk Time (CUSTOMER): 37321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/263dc4aa-083e-4721-9b8c-e2adbb5d75aa_20250520T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify surgical benefits for the patient. They have to do everything.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with the surgery benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, 02361162 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] excuse me, [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. The surgery, is this going to be an inpatient surgery or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Um, so the max is $2500 per calendar year. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] You said 2500?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yes, if you can.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And it looks like for 2025, he's used the full balance, um.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Yes, um, he's already used the max for this year.
[CUSTOMER][NEUTRAL] Per calendar year OK.
[CUSTOMER][NEUTRAL] OK, so then he cannot use it.
[CUSTOMER][NEUTRAL] All right, uh, is there any reference number you can provide me?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Well thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.