AccountId: 011433970860
ContactId: 6c222beb-75e6-466a-8555-da537c76dad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272980 ms
Total Talk Time (AGENT): 120969 ms
Total Talk Time (CUSTOMER): 93748 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6c222beb-75e6-466a-8555-da537c76dad7_20250207T15:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey Beach buddy how are you?
[AGENT][POSITIVE] I'm good. How are you doing? It's Friday.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have a provider on the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's calling for eligibility and benefits.
[AGENT][POSITIVE] Perfect. What's that policy number? Did you get that?
[CUSTOMER][NEUTRAL] I did 226-676-3 on a [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't write down their last name hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hooker, yeah.
[AGENT][NEUTRAL] And what is the provider's name? Did you get that information?
[CUSTOMER][NEUTRAL] I sure did. I got [PII] and it's spelled [PII]
[AGENT][NEUTRAL] Oh [PII], OK. Listen.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII] and it is pronounced copy like copy paper.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And let me find my screen again.
[AGENT][POSITIVE] Oh, OK. I thank you. I'll be happy to. I'm so glad you gave me that name so I can get it out before I talk to her.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Oh [PII], thank you. You have a great weekend.
[CUSTOMER][NEUTRAL] You too. You ready?
[AGENT][POSITIVE] Thanks, [PII], yeah, I'm ready. Bye bye.
[CUSTOMER][POSITIVE] OK, thank you, here she is.
[AGENT][NEUTRAL] Good morning, [PII]. My name is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good morning. I'm doing well. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you for asking. I understand you're needing eligibility and benefits for a [PII].
[CUSTOMER][NEUTRAL] Um, yes, just wanting to verify if they have, um, active, uh, benefits.
[AGENT][POSITIVE] Alright, I can help you with that. Uh, [PII], I am showing that the policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a limited indemnity policy.
[CUSTOMER][NEUTRAL] OK. And do they have uh any surgery coverage um under this policy?
[AGENT][POSITIVE] Yes ma'am, let me get those benefits for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And get this benefit screen pulled up.
[AGENT][NEUTRAL] I'm checking on that. Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I want to verify that surgical benefit.
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It is coming up slowly but surely copy. Thank you for your patience.
[CUSTOMER][POSITIVE] Oh, sure. No problem. Thank you.
[AGENT][NEUTRAL] Will this be an you said.
[AGENT][NEUTRAL] Outpatient facility?
[CUSTOMER][NEUTRAL] Yes, um, outpatient hospital setting.
[AGENT][POSITIVE] OK, thank you, and she does have benefit, the maximum that we can pay is $250 per day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is a one day per calendar year benefit.
[AGENT][NEUTRAL] Now that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] And do you all require authorization for outpatient surgeries?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, and do you all uh provide a call reference number?
[AGENT][NEUTRAL] You can use my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no, thank you.
[AGENT][POSITIVE] And [PII], thank you for calling APL, and I hope you have a wonderful day and a happy weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.