AccountId: 011433970860
ContactId: 6a6a6d04-5164-4821-9c9b-31f8f9b3403e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202360 ms
Total Talk Time (AGENT): 82090 ms
Total Talk Time (CUSTOMER): 92025 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/6a6a6d04-5164-4821-9c9b-31f8f9b3403e_20250311T17:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm giving you a call from the insurance certification office. Um, I just want to verify benefits for a member.
[CUSTOMER][NEUTRAL] So she has gap coverage that you want?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], excuse me, what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, I think it's, I don't know if it's APL 23499.
[AGENT][NEUTRAL] Mm, no, I.
[CUSTOMER][NEUTRAL] Or if it's just 23 499.
[AGENT][NEUTRAL] Very
[AGENT][NEUTRAL] You said 23499? There's no other number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, uh, what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII], and the last name is [PII]
[CUSTOMER][NEUTRAL] And I can give you her, I'm sorry, give me a minute. I can give you her date of birth in just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, her date of birth is [PII].
[AGENT][POSITIVE] Awesome. OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verified, um, well, yeah, I gave it darn it, I lost it. Give me a second.
[CUSTOMER][POSITIVE] And if you don't mind, if I didn't have the correct member ID, if you can provide that for me, that would be great.
[AGENT][NEUTRAL] OK, and I apologize, you're calling from again?
[CUSTOMER][NEUTRAL] I'm calling from the insurance verification department for Bayside Ambulatory Surgical Center. She's scheduled to have a procedure tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, when you're ready, I'll give you that policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 236-564-4.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And her effective date is [PII] and she is active, and this is a secondary supplemental plan that does help with her primary deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And not a guarantee of payment, just a verification of coverage. You said for outpatient, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ambulance service center.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, she has an outpatient benefit max of up to 6000 per calendar year.
[AGENT][NEUTRAL] Which I do not sure she uses.
[CUSTOMER][NEUTRAL] Ha.
[CUSTOMER][NEUTRAL] She has no accumulation? OK.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK. And what was your name?
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK, and would you be able to provide me with a call reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you'd like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] So QQ.
[CUSTOMER][POSITIVE] 3 [PII] 2025. Alright, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] No problem bye bye.