AccountId: 011433970860
ContactId: 4474eb8d-9e17-498f-9dd1-36fb8e9990f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152100 ms
Total Talk Time (AGENT): 78275 ms
Total Talk Time (CUSTOMER): 66923 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/4474eb8d-9e17-498f-9dd1-36fb8e9990f5_20250314T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. So my name is [PII]. Last initial [PII] and I'm calling to verify the benefits for patients APL.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits. And may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Plan
[CUSTOMER][NEUTRAL] Yes, it is [PII]. And the name of the facility is Baptist Health Surgery Center at Kendall or Medical Arts Surgery Center at [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and let me put this information, bear with me.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 971-079.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] You said you need benefits and that's gonna be outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And 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. And this is one of our secondary supplemental plans to the major medical. We have an outpatient maximum of
[AGENT][NEUTRAL] 4250 per day.
[CUSTOMER][POSITIVE] Oh perfect. All right. And then of course that's just per day.
[AGENT][POSITIVE] Yeah, that's pretty, yes.
[CUSTOMER][POSITIVE] OK, sorry, I was just like, is it gonna be, is it they completed and I was like, wait, no, it's per day so it's always reoccurring. OK, thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No problem. Yeah, I have to look twice. I'm like, yeah, I'm like per day, that's per day, that's a lot.
[CUSTOMER][NEUTRAL] It's Friday, Friday.
[CUSTOMER][POSITIVE] I know that's why I was like, OK, OK, thank God I was like, oh my god, that was so dumb. Oh no, OK, perfect, thank you so much.
[AGENT][POSITIVE] No, no, it's OK. Yeah, you're welcome and thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] And no thank you and also is there, I'm so sorry to interrupt you, is there um a reference number or would it just be your name and today's date?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Oh my name in today's date. We don't have reference numbers, Ms. S.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you and have a wonderful weekend.
[AGENT][POSITIVE] You as well, and thank you for calling [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.