AccountId: 011433970860
ContactId: 3563a5bb-c438-45e2-a339-31d1ff8e7acf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125449 ms
Total Talk Time (AGENT): 66499 ms
Total Talk Time (CUSTOMER): 39686 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3563a5bb-c438-45e2-a339-31d1ff8e7acf_20250314T19:38_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] Hi, good afternoon. My provider calling to check benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Surg care of Miramar LLC.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 02506453 M as in Mary, L as in Larry number 7.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's gonna be [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. So this is gonna be for outpatient surgery?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical, and this one has an outpatient maximum of 3000 per day.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Can you spell your name for me please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] And can I have reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That is gonna be it, thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.