AccountId: 011433970860
ContactId: 4b5619ec-ceaf-43cb-aa19-48276fe9d6a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142899 ms
Total Talk Time (AGENT): 76051 ms
Total Talk Time (CUSTOMER): 76150 ms
Interruptions: 4
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/4b5619ec-ceaf-43cb-aa19-48276fe9d6a8_20250509T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just needing to verify benefits and eligibility for a patient we have coming in.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Founders Surgery Center LLC.
[CUSTOMER][NEUTRAL] This is [PII] calling with Founder Surgery Center. Am I speaking with [PII]?
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] Hey, I am
[CUSTOMER][NEUTRAL] 02432938.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, I did just wanna go over the facility with you. Yes, this is for [PII]. Uh, date of birth is [PII]. [PII].
[AGENT][POSITIVE] Perfect. Thank you. OK, and you said you need benefits and eligibility, and this is gonna be for outpatient surgery?
[CUSTOMER][NEUTRAL] Um, I do wanna confirm some information for make sure everyone's on the same page here, um, so Doctor [PII]'s office is sent over to us that you.
[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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 1000 per occurrence.
[CUSTOMER][NEUTRAL] It's so
[CUSTOMER][NEUTRAL] The correct one.
[CUSTOMER][NEUTRAL] OK, and it looks
[CUSTOMER][NEUTRAL] [PII] is the
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK, would you give me his date of birth?
[CUSTOMER][NEUTRAL] And are you guys still on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, that is what I needed to know. Um, would you happen to have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Zip code
[CUSTOMER][NEUTRAL] Um, no, I think that was about it.
[AGENT][POSITIVE] Yeah, alright, well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Have a good weekend. Bye-bye.
[CUSTOMER][POSITIVE] All righty, yeah, I did check your.