AccountId: 011433970860
ContactId: 5afc9649-b41c-4a70-9e48-e36fbc16b6a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195929 ms
Total Talk Time (AGENT): 67662 ms
Total Talk Time (CUSTOMER): 75452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5afc9649-b41c-4a70-9e48-e36fbc16b6a2_20250113T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How are you doing today [PII]? My name is [PII] as well. I'm calling from South Palm Surgery Center. We have a patient that is scheduled with us right now, and they brought this in as a supplemental with their insurance that they have, and we just need to verify that it's active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what's your name? Oh, [PII]. How do you, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, say that one more time.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It is 02473024 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me one second to pull up the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I was gonna have to see if I can call your name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] back
[CUSTOMER][NEUTRAL] Have you fallen in the last
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I study today.
[CUSTOMER][NEUTRAL] He a walker at any time for walking.
[AGENT][NEUTRAL] And what's the um patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And what's your phone number?
[AGENT][NEUTRAL] Alright, thank you for that information and [PII] you said you're looking for eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and did you say you're in an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] Call you right now.
[CUSTOMER][NEUTRAL] Ambulatory service facility.
[AGENT][NEUTRAL] OK, so the effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $300 that's per calendar day.
[CUSTOMER][NEUTRAL] all you guys.
[CUSTOMER][NEUTRAL] To ask her for the number.
[CUSTOMER][NEUTRAL] OK, and has she used any of the $300 for this year yet?
[AGENT][NEUTRAL] Any information
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It's per calendar day, not yearly, but daily. It's a daily benefit. Uh-huh. And the information, the information provided is verification, uh, not a guarantee of payment. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that is it. Do you have a reference number for this call?
[AGENT][NEUTRAL] Uh-huh. My name in today's date, [PII] last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.