AccountId: 011433970860
ContactId: 858a1786-93a7-4836-a886-a31d9bd49be7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163350 ms
Total Talk Time (AGENT): 70133 ms
Total Talk Time (CUSTOMER): 43572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/858a1786-93a7-4836-a886-a31d9bd49be7_20250527T17:08_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], I have a patient coming in for for surgery tomorrow, and I was just needing to see if her insurance was active.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. A good phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is um 01677928.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and the um policy number was 1677982. I'm sorry, you said 28?
[CUSTOMER][NEUTRAL] 01677928.
[AGENT][NEUTRAL] 928. OK, hold on one moment.
[AGENT][NEUTRAL] Here we go. Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And um the surgery is outpatient surgery or inpatient?
[CUSTOMER][NEUTRAL] Um, outpatient, she broke her arm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1000 per calendar year. Um, there is no deductible. Did you want me to see if any of the $1000 has been used?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So she's used $210.53. She has $789.47 left for the year.
[CUSTOMER][POSITIVE] All right perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that is it thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.