AccountId: 011433970860
ContactId: 578b370c-88d5-4830-b575-91ec2d0ea8d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235639 ms
Total Talk Time (AGENT): 74820 ms
Total Talk Time (CUSTOMER): 51523 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/578b370c-88d5-4830-b575-91ec2d0ea8d9_20250122T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Surgery Center of Aventura to verify benefits for one of your members.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] 1, sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] OK, that's our payer ID. The policy number, if you have the card, it's the outpatient certificate number.
[AGENT][NEUTRAL] On the card?
[CUSTOMER][NEUTRAL] No, I don't have the card. Can you give me one second? I'll give the patient a call really quickly.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 324.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I got it. Sorry about that. Um, it's 02321495, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1250 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, got it, thank you. Can I get your name one more time and a reference number please?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] in today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help, [PII]. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling IPL. Mm bye.
[CUSTOMER][POSITIVE] Thank you, bye.