AccountId: 011433970860
ContactId: 7cff9806-e6d4-4015-bb29-a15f9986142f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185089 ms
Total Talk Time (AGENT): 68502 ms
Total Talk Time (CUSTOMER): 82237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7cff9806-e6d4-4015-bb29-a15f9986142f_20250227T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling from AMT Surgery Center. I have a patient that's gonna have a procedure done on Monday, and I wanted to verify his um benefits.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Good afternoon, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing good and yourself?
[AGENT][POSITIVE] I'm good. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do, uh, one second, I just lost it. Oh, here it is 249.
[CUSTOMER][NEUTRAL] 7457.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[AGENT][NEUTRAL] His date of birth.
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes, I, I know this would be, he, this is like a gap insurance. I just wanted to know if it like what it covers, does it cover his co-pay or it's gonna be an outpatient um surgery at an ambulatory center.
[AGENT][NEUTRAL] OK, I can give you those benefits. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy does coordinate with their primary insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only for outpatient.
[AGENT][NEUTRAL] We'll pay up to $2500.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So it covers any co-pays co-insurances.
[AGENT][NEUTRAL] Yeah, deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and does this, uh, does this plan have an, uh, an end date or it's effective and it's active until the end of the year?
[AGENT][POSITIVE] It's, it's active and it's effective.
[AGENT][NEUTRAL] It doesn't have an end date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And can I have a reference number for this call and your name?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. That's [PII]
[CUSTOMER][NEUTRAL] Again please.
[CUSTOMER][POSITIVE] OK, and today's date, perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.