AccountId: 011433970860
ContactId: 3c801005-57f0-46b3-a150-53c192d40365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152630 ms
Total Talk Time (AGENT): 65027 ms
Total Talk Time (CUSTOMER): 74743 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3c801005-57f0-46b3-a150-53c192d40365_20250207T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII]. How are you doing? This is [PII] from the Surgery Center Coral Springs. I'm calling because I have a patient here to do a procedure and I needed to find out her benefits.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure it's [PII] option 0.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's 01846260, and we're outpatient benefits so it would be ML 8.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's for Ms. [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Excuse me for a second. It's [PII].
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you are needing outpatient benefits?
[CUSTOMER][NEUTRAL] Uh-huh. She's coming in for a um procedure here. Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got the procedure codes. I didn't know if you needed them.
[AGENT][NEUTRAL] No, ma'am. I just needed to know if it was outpatient. Thank you. Um.
[CUSTOMER][NEUTRAL] Uh it's ambulatory outpatient, yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can give you those benefits. The effective date is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only for outpatient, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] was
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] OK. And has she met any as of yet?
[AGENT][NEUTRAL] Well, it's per calendar day, so.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it's $500. OK, thank you so much and may I get a reference number?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.