AccountId: 011433970860
ContactId: 727f435c-7e14-4d10-b35b-335a59e0960d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121199 ms
Total Talk Time (AGENT): 67216 ms
Total Talk Time (CUSTOMER): 40798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/727f435c-7e14-4d10-b35b-335a59e0960d_20250404T18:10_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from a provider's office, and I'm needing to check benefits and eligibility, please.
[AGENT][NEUTRAL] I mean, I can certainly help with eligibility and benefits. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01485319.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. There's no extension.
[AGENT][NEUTRAL] Thank you very much. It does look like the policy went into effect on [PII]. It is active. Now, the benefits, uh, I have both inpatient and outpatient benefits. Uh, is there anything in particular that we're looking at?
[CUSTOMER][NEUTRAL] So this would be for an outpatient uh surgery at an ambulatory surgery center.
[AGENT][NEUTRAL] OK, thank you. It looks like the benefits that we will pick up the deductible, co-payment or co-insurance to $2500 per calendar year. That is just a verification of those benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, let's see, it looks like for the current year, I'm just trying to see how much, how many of the benefits he's actually used. So for the current year, um, it looks like [PII]'s probably used all its benefits. I just want to be sure of that before we get started here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yeah, it does look like he's used all of his benefits, yeah.
[CUSTOMER][NEUTRAL] Yeah, I show.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have to call and verify it all and uh can I get a reference number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're going to use that today's date as a reference. Is there anything else at all that I need help with?
[CUSTOMER][POSITIVE] No, that will do it thank you so much.
[AGENT][POSITIVE] Mhm thanks for contacting AT