AccountId: 011433970860
ContactId: 3969b6a4-ca49-4016-a795-d279defc6276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161000 ms
Total Talk Time (AGENT): 61593 ms
Total Talk Time (CUSTOMER): 43598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3969b6a4-ca49-4016-a795-d279defc6276_20250527T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am with Advanced Surgery Center. Can I check benefits of a patient?
[AGENT][NEUTRAL] Yes, ma'am. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01828930.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This would be um [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, for surgery outpatient surgery.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][NEUTRAL] The facility.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to her deductible, co-pay, or co-insurance.
[AGENT][NEUTRAL] We'll pay up to $2000.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] And she has a deductible with us of 1500.
[CUSTOMER][NEUTRAL] OK, has any of that 1500 been satisfied yet?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] She has not made any of the deductible or you see at the maximum.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For this year.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK, and I just need to get your last initial and call reference number if we have one.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. My last initial is [PII]
[CUSTOMER][POSITIVE] All right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Thank you, [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too