AccountId: 011433970860
ContactId: 4b7d1d8d-32fb-4cbc-ac9f-afd73c6fe298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192199 ms
Total Talk Time (AGENT): 73642 ms
Total Talk Time (CUSTOMER): 85596 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/4b7d1d8d-32fb-4cbc-ac9f-afd73c6fe298_20250516T16:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Uh yes, thank you, [PII]. Um, I'm calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 025836.
[CUSTOMER][NEUTRAL] 18 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]?
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing eligibility?
[CUSTOMER][NEUTRAL] Mhm sure.
[CUSTOMER][NEUTRAL] Yes, for outpatient um surgery. She's having an outpatient surgery.
[AGENT][NEUTRAL] OK, I can give the, those benefits to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible copay or co-insurance, we'll pay up to $1250 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, our calendar day.
[AGENT][NEUTRAL] Hold on just a moment, let me.
[CUSTOMER][NEUTRAL] OK, 1250. OK. Sure.
[AGENT][NEUTRAL] I'm sorry, not per calendar day. I'm sorry. It's calendar year. I apologize.
[CUSTOMER][POSITIVE] OK, I was gonna say, wow, that's good. OK, so 1000.
[AGENT][NEUTRAL] Some of them do have that.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's true. So 1000 to 50 per calendar year, has she used any?
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] She has not.
[CUSTOMER][POSITIVE] 0. OK, perfect. All right. Sounds good. And this is for outpatient, right?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] OK. OK, perfect. All right, [PII]. Um, thank you very much. Can I get the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you provide reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. No problem. All right, I appreciate it. Thank you so much and you have a good weekend.
[AGENT][POSITIVE] Thank you [PII] for calling IPL you as well.
[CUSTOMER][POSITIVE] Thank you. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Like my