AccountId: 011433970860
ContactId: 5fa17865-aa03-4955-98fd-8e38b3c020d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103900 ms
Total Talk Time (AGENT): 55742 ms
Total Talk Time (CUSTOMER): 39208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5fa17865-aa03-4955-98fd-8e38b3c020d2_20250121T18:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Um, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to get benefits on a patient, um, that's gonna be needing outpatient surgery.
[AGENT][NEUTRAL] OK, well, I can help you with the um outpatient benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02521540 letter M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for the outpatient benefits, hold on one moment, the policy will pay up to $1000 per calendar day, which does include surgery in a hospital outpatient facility or freestanding outpatient surgery center.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, you did say it includes um like an ambulatory surgery center?
[AGENT][NEUTRAL] Yes, um, hospital outpatient facility or freestanding outpatient surgery center, yes.
[CUSTOMER][NEUTRAL] OK, of [PII] and has the patient used any of that as of today?
[AGENT][NEUTRAL] Um, it's per day, it's per calendar day, so it resets each day.
[CUSTOMER][NEUTRAL] Oh it's [PII]. Oh, OK, OK, so he's good, OK.
[CUSTOMER][POSITIVE] OK perfect uh that's it thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you bye bye