AccountId: 011433970860
ContactId: 4d0fe3e8-c3e8-4d77-8f83-f195c12ab43b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154770 ms
Total Talk Time (AGENT): 71240 ms
Total Talk Time (CUSTOMER): 43210 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4d0fe3e8-c3e8-4d77-8f83-f195c12ab43b_20250114T17:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to verify patients uh benefits for an upcoming surgery they have at the hospital.
[AGENT][POSITIVE] OK, I'd love to help you with some benefits today. Do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Of course my name is [PII] calling from oh excuse me, a callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I don't think I.
[AGENT][POSITIVE] Thank you and [PII], can you spell your name for me? I'm really sorry.
[CUSTOMER][POSITIVE] Of course, it's gonna be [PII]
[AGENT][POSITIVE] Thank you so much. I appreciate that and what is your member's policy number today?
[CUSTOMER][NEUTRAL] I have 2 excuse me, it's gonna be 249-4804.
[AGENT][POSITIVE] Perfect and give me a moment to get that pulled on up.
[AGENT][POSITIVE] Wonderful. Would you be able to verify, please, for me, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And all right, I do see her here. Are you looking for some in oh, and you said it was a surgery. Was it inpatient or outpatient?
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][POSITIVE] Perfect and we are their supplemental plan, so we're gonna pick up and pay on um things applied to their co-pay, co-insurance and deductible from their major medical. Uh your your patient does have an outpatient benefit with us of $750 per calendar day, and that is.
[AGENT][NEUTRAL] I'm so sorry, uh, and that is without a deductible.
[AGENT][NEUTRAL] And then I do also wanna let you know any benefit information I give you over the phone is just a verification of coverage and never guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and you said that I'm sorry that it costs 750 per day?
[AGENT][NEUTRAL] 750 per day, you bet you.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much. Is there a reference number for our conversation or just, uh, your name?
[AGENT][NEUTRAL] It's my name in today's date, [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling us at APL you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.