AccountId: 011433970860
ContactId: 5fecd506-a50e-4be2-841d-9aeb12f5a6da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132570 ms
Total Talk Time (AGENT): 66291 ms
Total Talk Time (CUSTOMER): 48635 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/5fecd506-a50e-4be2-841d-9aeb12f5a6da_20250314T12:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], last initial [PII], and I'm calling because I have a member here at an, um, I'm a, I'm a, I'm an outpatient and ambulatory surgical center.
[CUSTOMER][NEUTRAL] And um I just wanna know what the benefits of this member's plan is please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it would be option 2.
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, that's.
[CUSTOMER][NEUTRAL] 01883790 ML8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 7900 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK and um do you have any accumulation on that?
[AGENT][NEUTRAL] Um, so far, there's no accumulation this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much. May I have a reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you so much I appreciate your help this morning.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks.