AccountId: 011433970860
ContactId: 29fd7bbf-025c-4341-ad86-e87b2f65bda0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177389 ms
Total Talk Time (AGENT): 68318 ms
Total Talk Time (CUSTOMER): 45035 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/29fd7bbf-025c-4341-ad86-e87b2f65bda0_20250122T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Northeast Missouri Ambulatory Surgery Center trying to verify benefits for an outpatient procedure for a patient.
[AGENT][POSITIVE] All right, I'm happy to check on benefits, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02138638
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here. One moment.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So patients plan is effective. The effective date is [PII].
[AGENT][NEUTRAL] And it looks like, are they coming, you said for a surgery?
[CUSTOMER][NEUTRAL] Yes, um, scheduled for an outpatient colonoscopy.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Let me pull this plan. This is a limited benefit plan, so it just pays like a hospital indemnity plan. It pays just a set amount towards what they're having done so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] until they make this right.
[AGENT][NEUTRAL] All right. So it looks like for outpatient in a surgery center, it looks like the benefit max on this is gonna be 1500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's to um a total to all providers correct? not to each provider? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. Yeah.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK, and um, can do you give reference numbers for your call or do we just use your name?
[AGENT][NEUTRAL] Yeah, absolutely. It's just my name, [PII] with my last initial and then today's date. My name again is [PII] and my last initial my name is [PII].
[CUSTOMER][POSITIVE] Great thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too.