AccountId: 011433970860
ContactId: 5510bf47-b3da-4e26-8d74-7f1a09fd1ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129220 ms
Total Talk Time (AGENT): 59335 ms
Total Talk Time (CUSTOMER): 40580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5510bf47-b3da-4e26-8d74-7f1a09fd1ff5_20250605T16:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Surgery Center of Aventurros to get eligibility for one of your members.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do. It's on.
[CUSTOMER][NEUTRAL] It's 01902299 Mike Lima 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only.
[AGENT][NEUTRAL] We'll pay up to $5500 per calendar year.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Um, may I have a reference number for this call, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No that was all thank you so much for your help, [PII] have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.