AccountId: 011433970860
ContactId: 6ac283fa-03f3-4c34-8fbe-fad02827f923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113279 ms
Total Talk Time (AGENT): 52299 ms
Total Talk Time (CUSTOMER): 41541 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/6ac283fa-03f3-4c34-8fbe-fad02827f923_20250306T13:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling with the provider's office.
[CUSTOMER][NEUTRAL] I need to check um.
[CUSTOMER][NEUTRAL] The, um, um, I have a patient that's having surgery, outpatient.
[CUSTOMER][NEUTRAL] And I need to know the out of pocket amount if it's still available.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 01887388 ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII]. I'm showing an an effective date of [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And you're wanting outpatient facility benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll have that information for you. Uh, the maximum outpatient benefit is up to $1000 per calendar year. Any information provided is verification, not a guarantee of payment, and currently of that amount for [PII], I do not show any of it used.
[CUSTOMER][NEUTRAL] So all is still available.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can, can I get a reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII] first initial last name is [PII] and any other questions, [PII] I can help with today?
[CUSTOMER][POSITIVE] And that will be all. Thank you so much for your help.
[AGENT][POSITIVE] Alrighty, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.