AccountId: 011433970860
ContactId: 419b057b-17f9-4be8-b49c-7909a584c879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148089 ms
Total Talk Time (AGENT): 68826 ms
Total Talk Time (CUSTOMER): 51327 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/419b057b-17f9-4be8-b49c-7909a584c879_20250407T13:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. This is [PII] from Bascom Palmer Eye Institute. I'm trying to get benefits on one of your members.
[AGENT][NEUTRAL] OK, may I have your name again please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you [PII] and your call back number as well?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you and again my name is [PII]. I appreciate that thank you. What is the policy number?
[CUSTOMER][NEUTRAL] Sure. 228-402-3.
[AGENT][NEUTRAL] OK, thank you very much. Let me verify the patient's name and date of birth. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much and you're calling for benefits outpatient, give me one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. Please note verification of benefits provided does not guarantee payment. We pay up to $2500 for the calendar year and would this be for an office setting? I'm sorry, that's what you said.
[CUSTOMER][NEUTRAL] It's outpatient, outpatient hospital. She's scheduled for an outpatient surgical procedure.
[AGENT][NEUTRAL] OK, OK, yes ma'am, we pay up to $2500 for the calendar year. She has no deductible or out of pocket to meet with us, and if you like, I can check to see if anything has been accumulated towards that.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, I sure can one moment.
[AGENT][NEUTRAL] And currently she has not accumulated anything towards that 2500 for the year.
[CUSTOMER][NEUTRAL] OK. So nothing has been used out of the 2500. And you say those 2500 will help her with the primary insurance uh uh deductible and co-insurance?
[AGENT][NEUTRAL] Yes, deductible, co-insurance and co-pay for what is covered, yes.
[CUSTOMER][NEUTRAL] And copay. All right, perfect. All right, [PII], and what is the effective date on her policy?
[AGENT][POSITIVE] OK, let me get that for you as well. I I do apologize for that.
[AGENT][NEUTRAL] He effective date shows [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your help, and, and you have a nice day.
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.