AccountId: 011433970860
ContactId: 65a29349-fbf1-4680-b0ad-7eacacebc6d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241350 ms
Total Talk Time (AGENT): 100567 ms
Total Talk Time (CUSTOMER): 81151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/65a29349-fbf1-4680-b0ad-7eacacebc6d2_20250501T14:47_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi so I'm calling to get benefits and eligibility for one of your members please.
[AGENT][POSITIVE] Yeah, sure. I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Uh, it's Medical Art Surgery Center.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Sometimes we're listed as a Baptist surgery and endoscopy center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where do I, OK, it's 02427991.
[CUSTOMER][NEUTRAL] ML
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][NEUTRAL] Yeah. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], it has um another person under that date of birth.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] [PII]. 0, I'm so sorry it's.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um [PII], last name [PII] do, I do apologize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK, no problem. Thank you. Just wanna make sure we give the right information. All right. And so this is one of our secondary supplemental plans to the major medical. All right, and we have an effective date of [PII]. It is active at the moment, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like the outpatient maximum is 1500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] 1500.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] All right, and do you know if there are um if any have been used already?
[AGENT][NEUTRAL] I can check and see. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, as of today, he has used a total of $866.
[CUSTOMER][NEUTRAL] A 66 have already been used out of the 1500.
[AGENT][POSITIVE] Yes, for that. Correct, yes.
[CUSTOMER][POSITIVE] Yearly max? All right, perfect.
[CUSTOMER][NEUTRAL] All right, perfect. um what would be, um, can you spell your name for me and the reference number to this call?
[AGENT][NEUTRAL] My name is [PII], and we don't have reference numbers. You can use my name in today's date. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much for your time. I really do appreciate it. I hope you have a great rest of your day.
[AGENT][POSITIVE] You're welcome, you as well and thank you for calling APL problem.
[CUSTOMER][POSITIVE] Thank you bye bye.