AccountId: 011433970860
ContactId: 7d10dd19-503d-4ed6-b47f-c667b84d098a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166919 ms
Total Talk Time (AGENT): 77014 ms
Total Talk Time (CUSTOMER): 60389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/7d10dd19-503d-4ed6-b47f-c667b84d098a_20250626T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I needed to get benefits for a patient that's gonna be undergoing outpatient surgery, and I just wanted to see if he's covered at all, you know, with his deductible.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can I please get your name and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from South [PII], ENT for Ear, nose, throat Associates.
[AGENT][NEUTRAL] OK, and then what is your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, so it is [PII].
[CUSTOMER][NEUTRAL] And it is 02497482.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits, it's not a guarantee of payment. He does have a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he has an outpatient calendar year benefit amount of $2500 to go towards the deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright perfect and can I have your name and if you have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII], and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK awesome thank you very much [PII] have a great day.
[AGENT][NEUTRAL] You, you too, Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] Alright have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK. You too. Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.