AccountId: 011433970860
ContactId: 607b815b-d0f0-4e55-a390-858440e85f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232360 ms
Total Talk Time (AGENT): 79471 ms
Total Talk Time (CUSTOMER): 71093 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/607b815b-d0f0-4e55-a390-858440e85f6a_20250521T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office in reference to a patient that's scheduled for outpatient surgery at an ambulatory, and I wanted to confirm coverage for her gap insurance, the APO.
[AGENT][POSITIVE] OK, well, I can definitely help you with the um benefits for outpatient surgery. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, so it is 1563875.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] 47.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is for patients and.
[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 the policy is active. It's been effective since [PII]. And for outpatient, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy would pay up to
[AGENT][NEUTRAL] $5500 per calendar year.
[CUSTOMER][NEUTRAL] OK, so APO covers up to 5000.
[AGENT][NEUTRAL] You know what, hold on one moment. Let me double check that. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Coverage and has she, OK, no problem.
[CUSTOMER][POSITIVE] Sure, no, no worries, no worries.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Whatever, stay focused.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much for holding. So I'm glad I double checked that. Um, so that was actually for inpatient. So for outpatient, it's $4250 per calendar day.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] OK, and, um, OK, per calendar day, so, um, it's not like for the year it's has she met that or or just covers per calendar day that's what it covers.
[AGENT][NEUTRAL] Mhm. So she has 4250 to use each day.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh got it got it perfect OK is there a reference number to the call please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your first name? I'm sorry?
[AGENT][NEUTRAL] It's OK. My name is [PII]
[CUSTOMER][POSITIVE] Perfect alright thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that'll be all, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Alright thanks bye bye.