AccountId: 011433970860
ContactId: 50462f24-f1ba-45b4-932e-b0f46a88047f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157070 ms
Total Talk Time (AGENT): 63568 ms
Total Talk Time (CUSTOMER): 58791 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/50462f24-f1ba-45b4-932e-b0f46a88047f_20250325T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from doctor's office. I want to verify the eligibility and the benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It will be
[CUSTOMER][NEUTRAL] 025 02428 M as in Mike, L as in Lima, and then 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It's for medical benefits for outpatient surgery.
[AGENT][NEUTRAL] So for outpatients, the benefit is up to $4000 per calendar year per person. Did you want me to see if any of that balance has been used?
[CUSTOMER][NEUTRAL] No, thank you. It is out of pocket alone?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you repeat that, please?
[CUSTOMER][NEUTRAL] Can you please verify whether
[CUSTOMER][NEUTRAL] Can you please verify whether authorization is required or not?
[AGENT][NEUTRAL] Wait, I don't, can you say that one more time slowly?
[CUSTOMER][NEUTRAL] OK. I need to verify whether authorization is required or not for the surgery.
[AGENT][NEUTRAL] OK, no, um, APL doesn't require any prior authorization for any of our policies.
[CUSTOMER][NEUTRAL] Thank you for the information. Can I have the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye.
[AGENT][POSITIVE] Thank you, [PII]. You also, is there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, thank you for the information.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.