AccountId: 011433970860
ContactId: 6022e4fe-1517-435d-ae2e-a9484fe3a90a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120330 ms
Total Talk Time (AGENT): 75618 ms
Total Talk Time (CUSTOMER): 33858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6022e4fe-1517-435d-ae2e-a9484fe3a90a_20250220T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Doctor's Hospital. I'm calling to get benefit and eligibility on a patient for surgery.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits. Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's um 02214106FL8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility and benefits for surgery and this is gonna be an outpatient surgery?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 1500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, any accumulation on that?
[AGENT][NEUTRAL] OK. Um, no, she has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] OK, thank you. Is there a reference number for this call?
[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?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, what's, how do you spell your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much so that's all I needed.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.