AccountId: 011433970860
ContactId: 3df07779-1f7b-4154-9d87-2519d2015f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184910 ms
Total Talk Time (AGENT): 100400 ms
Total Talk Time (CUSTOMER): 39128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3df07779-1f7b-4154-9d87-2519d2015f79_20250623T15:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] South Florida EMT Associates.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02534032 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. OK. And may I have the name and date of birth of them?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Alright, and what type of service is being under is this for um office service?
[CUSTOMER][NEUTRAL] Mhm. Office visit and outpatient surgery, please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. The outpatient surgery is gonna take place in an outpatient facility or is it gonna be in the specialist's office?
[CUSTOMER][NEUTRAL] Specialist office.
[AGENT][NEUTRAL] In the office, OK. All right. And um 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 plans for the major medical and we have an outpatient maximum of 1500 per covered person per calendar year.
[AGENT][NEUTRAL] This one covers office procedures or office treatments. It does not cover the office visits, so it's only for office procedures or treatment only.
[CUSTOMER][NEUTRAL] OK, and how much has been accumulated please?
[AGENT][NEUTRAL] Alright, let me check on that.
[AGENT][NEUTRAL] Uh, the 1500 is a per day benefit. I'm sorry, it's a per day benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect and um a reference number please?
[AGENT][NEUTRAL] OK, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Mhm, that'll be all. Thank you so much. You have a great rest of your day, OK?
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL.