AccountId: 011433970860
ContactId: 4b24a62a-87a1-4991-9d3a-bceaf5604060
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136880 ms
Total Talk Time (AGENT): 64031 ms
Total Talk Time (CUSTOMER): 47345 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4b24a62a-87a1-4991-9d3a-bceaf5604060_20250121T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and uh, my name is [PII]. I'm calling you from South Miami Hospital. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling to verify patients benefits and eligibility, um, as a secondary insurance for an out um outpatient surgery.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the outpatient benefits and eligibility. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, um, phone number [PII].
[CUSTOMER][NEUTRAL] And the ID number it's um 02579037 MLA.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is uh [PII], the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And for outpatient benefits, um, the policy would pay.
[AGENT][NEUTRAL] Up to $6500 per calendar year.
[AGENT][NEUTRAL] There's no deductible?
[AGENT][NEUTRAL] And that does include surgery in a hospital outpatient facility or freestanding outpatient surgery center.
[CUSTOMER][NEUTRAL] Has she used any of the outpatient um benefits?
[AGENT][NEUTRAL] Um, let me see if she's used any for this year.
[AGENT][NEUTRAL] Um, for [PII], none of the benefits have been used yet.
[CUSTOMER][NEUTRAL] OK and you said she has 6500, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, that's all I needed. May I have a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, my name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.