AccountId: 011433970860
ContactId: 577c8ee9-00eb-492e-851f-297e768b7a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126419 ms
Total Talk Time (AGENT): 46608 ms
Total Talk Time (CUSTOMER): 37330 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/2025/06/12/577c8ee9-00eb-492e-851f-297e768b7a6d_20250612T19:23_UTC.wav
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[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from Florida Orthopedic Institute. I'm calling to get eligibility and benefits on a patient's coverage.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 026 05174
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Oh, yes, uh, specialist office visit with an office X-ray.
[AGENT][NEUTRAL] OK, let me pull up that policy. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so for their outpatient benefit, it's $500 per covered person per calendar day.
[AGENT][NEUTRAL] And that would be for
[AGENT][NEUTRAL] Outpatient services, so it would have to be like outpatient hospital expenses.
[AGENT][NEUTRAL] It wouldn't be for offices.
[CUSTOMER][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] No office visit coverage.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hospital only.
[CUSTOMER][NEUTRAL] Inpatient outpatient.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Claim number? I mean, a reference number?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.