AccountId: 011433970860
ContactId: 831e0821-f0d6-4261-abe5-7d3d3c1dab86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148880 ms
Total Talk Time (AGENT): 78052 ms
Total Talk Time (CUSTOMER): 48593 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/831e0821-f0d6-4261-abe5-7d3d3c1dab86_20250121T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 022958887 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment while I get the benefits for you, but I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what type of um benefits were you needing outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient procedure.
[AGENT][NEUTRAL] OK. So for outpatient, the policy will pay up to $3500 per calendar year, which does include surgery and an outpatient, um.
[AGENT][NEUTRAL] In a hospital outpatient facility or free-standing outpatient surgery center?
[AGENT][NEUTRAL] If it is considered in office, she does also um have that treatment, um, have the office treatment writer. So as long as it's not cosmetic, um, it could be covered by the policy.
[CUSTOMER][NEUTRAL] Yeah, no, I think it's gonna be done in the ambulatory surgical center, but it's for the professional benefit.
[CUSTOMER][NEUTRAL] So [PII], can I have a first initial and last name and a reference number, please?
[AGENT][NEUTRAL] Sure, so, um, the first initial and my last name is [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] 0218. OK, perfect. Hi [PII], thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And that will be it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.