AccountId: 011433970860
ContactId: 86a9d4fa-1a8b-40ed-a098-a8719c6185d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203850 ms
Total Talk Time (AGENT): 109092 ms
Total Talk Time (CUSTOMER): 76560 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/86a9d4fa-1a8b-40ed-a098-a8719c6185d8_20250130T14:56_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. Last initial is [PII]. I am calling to verify benefits and coverage for one of your members, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility and benefits. What is a good callback? My pleasure. What is a good callback number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, it is let me get myself back 02495008.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and my pleasure to assist you with eligibility and benefits for [PII]. I'm showing that his policy, my pleasure. I'm showing his, and thank you for saying thank you. You'd be surprised how many times I don't hear thank you. And so it's so nice.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] That's why it just warmed my heart when you say that.
[AGENT][NEUTRAL] I'm showing his policy is active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this is a limited medical policy, and are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] Yes ma'am, he's having an outpatient um hospital surgery, um.
[CUSTOMER][NEUTRAL] General surgery.
[AGENT][NEUTRAL] And are these benefits for the surgeon or the facility?
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bear with me too. I'm getting those benefits pulled up.
[CUSTOMER][POSITIVE] Yes ma'am, you take your time.
[AGENT][NEUTRAL] I'm gonna pull up slowly but surely, bear with me.
[CUSTOMER][POSITIVE] You take your time, ho, no hurry.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, for surgery in an outpatient hospital facility or free-standing outpatient surgery center, this policy pays $1000 per day, maximum of 2 days per calendar year, and that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, $1000.
[CUSTOMER][POSITIVE] Perfect. OK. And is there any, I'm sure there's no authorization needed rightly.
[AGENT][NEUTRAL] That's correct. We're not major medical authorization is not required.
[CUSTOMER][POSITIVE] OK, perfect. And all I need at this point is the reference number and I will let you have your beautiful day.
[AGENT][POSITIVE] All right. Well, the reference number is my name and today's date, and I spell my name [PII], it's been such a pleasure to assist you with that benefit. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like what?
[CUSTOMER][POSITIVE] Nothing at all, hon. You have a blessed rest of your day.
[AGENT][POSITIVE] I hope you have a blessed day and a blessed weekend as well, [PII], thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Yes, yes, ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.