AccountId: 011433970860
ContactId: 5b17d9a9-da27-45de-96e0-813002732aca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128479 ms
Total Talk Time (AGENT): 44239 ms
Total Talk Time (CUSTOMER): 53992 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5b17d9a9-da27-45de-96e0-813002732aca_20250603T13:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], last initial [PII] I'm calling to verify benefits for your patient.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that.
[AGENT][NEUTRAL] Can I have a, the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] The name or what was it that you asked for?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02518767.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII], you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] An ambulatory surgical center, non-hospital based outpatient. He's gonna be having outpatient surgery.
[AGENT][NEUTRAL] This member's policies has outpatient benefits of $300 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] At our facility.
[CUSTOMER][POSITIVE] Perfect, so $300 per day for outpatient.
[AGENT][NEUTRAL] Yes, that is correct, and his policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Alright perfect and can I please have a reference number for today's call?
[AGENT][NEUTRAL] We don't provide those unfortunately [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, perfect. All right, and that'd be all for today and then no office required as long as the primary doesn't require authorization, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK perfect alright well thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye