AccountId: 011433970860
ContactId: 5a32aa7f-f0a6-4de3-9877-db3c47e77c1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135809 ms
Total Talk Time (AGENT): 69276 ms
Total Talk Time (CUSTOMER): 51657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/5a32aa7f-f0a6-4de3-9877-db3c47e77c1c_20250211T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was calling just to verify a mutual patients um eligibility.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 025.
[CUSTOMER][NEUTRAL] 65087
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. All right then. And then how much does the member have accumulation towards their um benefits for an outpatient surgery?
[AGENT][NEUTRAL] Outpatient? OK, let me check that one moment. Of course I will let you know verification of coverage is not a guarantee of payment for claims. So the outpatient maximum is $3000 per calendar year. Give me just a moment, let me see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][POSITIVE] Alright, wonderful. And then, uh, I do apologize. Can I get your name again and a reference number for today's call?
[AGENT][NEUTRAL] Sure it's.
[AGENT][NEUTRAL] Yeah, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, oh, and, uh, authorization is not required for any surgical plan or surgical surgery, correct?
[AGENT][NEUTRAL] That's correct. Uh, so, as this is a secondary medical plan, it's very dependent on, uh, major medical. So as long as our major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you so much for your time today. Have a great rest of your day.
[AGENT][POSITIVE] Of course, yeah, thanks for you too, bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.