AccountId: 011433970860
ContactId: 4dd80447-691d-4d4b-b166-10ab9b920c3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155889 ms
Total Talk Time (AGENT): 62823 ms
Total Talk Time (CUSTOMER): 58514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4dd80447-691d-4d4b-b166-10ab9b920c3c_20250306T21:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good afternoon. I'm calling with the office of doctor [PII] and one of our patients. He's having surgery and he just provided us with a gap insurance and I wanted to see, uh, how the plan works and what, uh, covers and whatnot.
[AGENT][POSITIVE] Sure, can I have your name and a callback number? and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. That's spells [PII] And my callback number is [PII].
[AGENT][NEUTRAL] What's the policy number that the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] 02503147
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for outpatient services?
[CUSTOMER][NEUTRAL] Correct. An ambulatory surgical center, yeah.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] This member has outpatient benefits of $1500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] $1500 towards any medical uh outpatient services.
[AGENT][NEUTRAL] Yes, that is correct. And cause, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Listen.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] You're
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, uh, does the patient has utilized any of these benefits as today's day?
[AGENT][NEUTRAL] No, he has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] So he still has $1500 available so to speak.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Right, OK, may I have a reference card number?
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]? We don't provide those, however, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] OK, and today's day?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] for your for your help. Have a good afternoon.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL I said you have a great day as well. Goodbye.
[CUSTOMER][NEUTRAL] You as well bye bye.