AccountId: 011433970860
ContactId: 4fa7480d-1b04-48c8-b2b9-cc9fc87011e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118470 ms
Total Talk Time (AGENT): 41902 ms
Total Talk Time (CUSTOMER): 48490 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4fa7480d-1b04-48c8-b2b9-cc9fc87011e4_20250604T15:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um, I'm calling from a provider's office. I just wanted to know if one of the patients gets um benefits for a surgery tomorrow.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, ma'am. My first name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be let me see, sorry.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 79259.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient, the calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] OK, and for surgeries would you guys cover that or would um she have to pay that herself?
[AGENT][NEUTRAL] Well, we're her gap insurance, so the claim will first go to her major medical and then it'll come to us so we can process her patient responsibility.
[CUSTOMER][POSITIVE] Oh got you got you OK beautiful perfect well thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's it I appreciate your time thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.