AccountId: 011433970860
ContactId: 45ac90c1-cfe8-4153-bffd-ac238ef52a28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180740 ms
Total Talk Time (AGENT): 70694 ms
Total Talk Time (CUSTOMER): 57731 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/45ac90c1-cfe8-4153-bffd-ac238ef52a28_20250408T15:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider's office to check for the patients benefits.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Miami OBGYN.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number Carina.
[CUSTOMER][NEGATIVE] No patience.
[CUSTOMER][NEUTRAL] Is it where's this group number on the card?
[AGENT][NEUTRAL] It's gonna be in the bottom where it says outpatient cert.
[CUSTOMER][NEUTRAL] OK, 02589498 letter M as in mom, L as in Laura and then the number 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So this is gonna be benefits for office specialists.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] For outpatient surgery.
[AGENT][NEUTRAL] Outpatient surgery outpatient facility.
[CUSTOMER][NEUTRAL] At um center, yes.
[AGENT][NEUTRAL] OK. All right. 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 plan to the major medical with an effective date of [PII] and it is active. The outpatient maximum is $1000 per day, $1000 per day.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] OK, it doesn't.
[CUSTOMER][NEUTRAL] Maximum.
[CUSTOMER][NEUTRAL] OK, and does not require free certification, correct?
[AGENT][NEUTRAL] No, we follow a primary.
[CUSTOMER][NEUTRAL] OK, so 1000 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all, thank you. You have a great day.
[AGENT][POSITIVE] You as well, and thank you for calling APO. Bye-bye.