AccountId: 011433970860
ContactId: 3b740b05-04a6-43d9-a11a-4170609a92b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242619 ms
Total Talk Time (AGENT): 99299 ms
Total Talk Time (CUSTOMER): 70407 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/3b740b05-04a6-43d9-a11a-4170609a92b7_20250501T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to get eligibility on a um member.
[AGENT][NEUTRAL] OK, Miss [PII], I can give you eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] Bay Area.
[CUSTOMER][NEUTRAL] Bay Area Houston Endoscopy Center.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so patient's name is [PII]. Last name spelled [PII] Policy number is 02280020.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that in.
[AGENT][NEUTRAL] OK, and can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I do
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Shows that [PII] have an active policy with us.
[AGENT][NEUTRAL] Its effective date is [PII].
[CUSTOMER][NEUTRAL] Sorry, your phone's going.
[AGENT][POSITIVE] Oh sorry about that. Yes.
[CUSTOMER][NEUTRAL] Out.
[AGENT][NEUTRAL] The date of his policy is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the policy is active and current.
[CUSTOMER][NEUTRAL] Um, let's
[CUSTOMER][NEUTRAL] Active and current, OK, is there any.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Plans or deductibles or anything like that for our outpatient um ambulatory surgery center for outpatient?
[AGENT][NEUTRAL] Uh let me check for you, uh, and this is just to verify the benefits. It's not a guarantee of payment. He, this policy is a supplemental policy. It helps with deductible, co-pay and co-insurance.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And he has.
[AGENT][NEUTRAL] An inpatient benefit amount, uh, let's see, is he on inpatient for surgery or is it outpatient?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me check for you real quick. He has an outpatient.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Benefit amount per calendar year of $3500 that helps towards deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Thank you uh let me see what else I may need.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, and you guys pick up uh whatever priming you guys are secondary, right? Just to confirm.
[AGENT][NEUTRAL] Yes, we are the secondary.
[CUSTOMER][NEUTRAL] OK, that name of today's date. OK, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.