AccountId: 011433970860
ContactId: 2db7b8ea-ae2d-4b04-9181-15820b779b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157860 ms
Total Talk Time (AGENT): 82589 ms
Total Talk Time (CUSTOMER): 46834 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2db7b8ea-ae2d-4b04-9181-15820b779b93_20250317T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you? Good morning.
[AGENT][POSITIVE] I'm good [PII] how are you this morning?
[CUSTOMER][POSITIVE] I'm good, thank you for asking. I'm calling because I wanted to confirm outpatient surgical benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] 01762203 M like Mary L like Lima and the number 8.
[AGENT][NEUTRAL] OK, thank you very much. OK, I have that as 01762203 ML8. Verify the patient and date of birth. Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Miss [PII] [PII].
[AGENT][NEUTRAL] OK, I have that number pulled up and you're calling for outpatient surgical benefits. Give me one moment please.
[CUSTOMER][NEUTRAL] Yes, do you guys cover professional responsibility or only the facility?
[AGENT][NEUTRAL] Uh, let me check the benefits first. Uh, one moment please. I'm sorry, give me one second.
[CUSTOMER][POSITIVE] OK. Thanks you. I appreciate it.
[AGENT][NEUTRAL] Uh, of course, uh, the plan she'll just, I'm sorry, the plan she defective for her as of [PII] and for the outpatient benefits, and this is for the facility correct? and this isn't a facility.
[CUSTOMER][NEUTRAL] Um, I need it for professional.
[AGENT][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Please note the verification of benefits provided does not guarantee payment. We will pay up to $500 per calendar day for coverage services, um.
[AGENT][NEUTRAL] Again, that's a per day max, so we will.
[AGENT][NEUTRAL] Of course you can submit charges for the physician uh charges or services, but when you pay the max of $500 per day for that surgery.
[CUSTOMER][POSITIVE] Perfect, hold on.
[CUSTOMER][NEUTRAL] And that's separate from the facility, correct?
[AGENT][NEUTRAL] No, we pay $500 max per day.
[AGENT][NEUTRAL] And we process claims in the orders that they are received.
[CUSTOMER][POSITIVE] Perfect. May I please have a call reference number?
[AGENT][NEUTRAL] We do not use my reference numbers. You can use my name in today's date. Last initials [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.