AccountId: 011433970860
ContactId: 3a6819ce-22f9-430e-8da3-b109b8ced7e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157089 ms
Total Talk Time (AGENT): 73026 ms
Total Talk Time (CUSTOMER): 33593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3a6819ce-22f9-430e-8da3-b109b8ced7e6_20250530T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] with Memorial Herman and I want to make sure my patient has coverage for outpatient surgery in the hospital.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, it is policy number 02604421.
[AGENT][NEUTRAL] OK, let me pull that up here. Give me a moment.
[AGENT][NEUTRAL] And [PII], if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the patient's plan is a limited benefit hospital indemnity plan. So give me just one moment, let me pull up what the outpatient benefit is for surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Outpatient surgery in a hospital or outpatient facility. Um, it looks like the benefit maximum is $1000 per day and it's a maximum of 2 days per calendar year.
[AGENT][NEUTRAL] There is a general anesthesia benefit, um, that is $500 per day.
[CUSTOMER][NEUTRAL] OK, do they require authorization for services?
[AGENT][NEUTRAL] No pre-op is required. No, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, and Ms. [PII], is there a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][NEUTRAL] Yeah. You too. Bye bye.