AccountId: 011433970860
ContactId: 6c2916ca-c2bf-48c7-a7c1-8c4c8c7010e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167940 ms
Total Talk Time (AGENT): 77258 ms
Total Talk Time (CUSTOMER): 63152 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6c2916ca-c2bf-48c7-a7c1-8c4c8c7010e7_20250604T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, ma'am. Uh, I'm calling in regards to a mutual patient. I wanted to verify her benefits and eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with the benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And the first initial of my last name is [PII].
[AGENT][NEUTRAL] OK, thank you, Mrs. [PII] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] McAllen Surgical Specialty Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's gonna be 01869092.
[AGENT][NEUTRAL] Perfect. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, uh [PII] who?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you, Mrs. All right, and this is gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK. All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEGATIVE] go down
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And we have an outpatient maximum of 2550 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Um, can I just have your name and a good call reference number?
[AGENT][NEUTRAL] Mm, sure. My name is [PII]'s [PII].
[AGENT][NEUTRAL] And we don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect so and and
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK. All righty. Thank you so much. So I hope you have a nice day.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you again.
[AGENT][POSITIVE] Thank you. You're welcome and thank you for calling APO. Have a good day now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too, ma'am.