AccountId: 011433970860
ContactId: 8007a667-9de6-4e24-8ad1-3f08d6f34e2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105300 ms
Total Talk Time (AGENT): 60529 ms
Total Talk Time (CUSTOMER): 34670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8007a667-9de6-4e24-8ad1-3f08d6f34e2c_20250127T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and I'm just trying to get eligibility and benefits on a patient for an upcoming surgery.
[AGENT][POSITIVE] Yeah, I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 02446838.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, I know you said it was a surgery. Is this going to be an outpatient surgery?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, the outpatient benefit is $2000 per calendar year and if you'll give me one moment, I will check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, none has been used so far this year, so he does have that full 2000 benefit amount.
[CUSTOMER][POSITIVE] Perfect perfect all right well thank you so much. I appreciate all your help, [PII].
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank