AccountId: 011433970860
ContactId: 5de8d14a-1a47-42b2-a150-9d3d871932c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187139 ms
Total Talk Time (AGENT): 74649 ms
Total Talk Time (CUSTOMER): 48221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5de8d14a-1a47-42b2-a150-9d3d871932c9_20250311T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][POSITIVE] Yeah, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0188379 ML 8.
[AGENT][NEGATIVE] Ms. [PII], can you repeat that number one more time, it's missing a vision.
[CUSTOMER][NEUTRAL] Oh my, it's, let me double check, give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They probably
[CUSTOMER][NEUTRAL] 01883790 ML 8.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And what type of service do you render?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is it office visit, outpatient facility, surgery, diagnostic center?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, it's gonna be surgery at a diagnostic center, yes.
[AGENT][NEUTRAL] OK, OK. Alright, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer, and this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] With this one there is an outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Has she used any of it?
[AGENT][NEUTRAL] I can check for you. I see.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so she still has the full amount available.
[CUSTOMER][NEUTRAL] OK perfect can I have a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I'm good thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.