AccountId: 011433970860
ContactId: 4122e6f1-939a-4fba-b171-da09821b83ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97500 ms
Total Talk Time (AGENT): 48798 ms
Total Talk Time (CUSTOMER): 41109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4122e6f1-939a-4fba-b171-da09821b83ef_20250418T12:22_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 am with um North Florida Surgical Pavilion. Got a patient scheduled for the [PII] and they've just presented this as their secondary. I just need to verify benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what did you say the service is going to be?
[CUSTOMER][NEUTRAL] Uh, North Florida Surgical Pavilion.
[AGENT][NEUTRAL] OK, so outpatient. What's the policy number [PII]?
[CUSTOMER][NEUTRAL] Looks like it's 1452819 ML 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], option 2.
[AGENT][POSITIVE] Option 2, thank you.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. Um, I have, uh, your information for you. I'm showing an effective date of [PII]. This policy is active at this time and the maximum outpatient benefits is up to $1500. That is per calendar year of course any information provided is verification, not a guarantee of payment, and I'll check to see if any has been used and nothing has been used for [PII] at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thanks [PII] I appreciate your time this morning.
[AGENT][NEUTRAL] Absolutely, [PII], anything else?
[CUSTOMER][POSITIVE] No, that was it appreciate you.
[AGENT][POSITIVE] Alrighty, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.