AccountId: 011433970860
ContactId: 8b6faad2-2b8e-4e6f-a207-c435446d7f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126470 ms
Total Talk Time (AGENT): 72474 ms
Total Talk Time (CUSTOMER): 42133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8b6faad2-2b8e-4e6f-a207-c435446d7f57_20250218T17:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with Doctor [PII]'s office. We have a patient. He's gonna be doing some outpatient surgery on. I was calling to verify eligibility and um coverage.
[AGENT][NEUTRAL] OK, sure. I can assist you with outpatient surgery and eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Miss [PII] and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01816167.
[AGENT][NEUTRAL] OK, thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. And this um surgery is gonna take place in an outpatient facility or is it gonna be in the office?
[CUSTOMER][NEUTRAL] Uh, outpatient facility.
[AGENT][NEUTRAL] OK, alright, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer.
[AGENT][NEUTRAL] We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical, and this one has an outpatient maximum of 1500 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Alright, and you said it was effective [PII]?
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, and could you spell your name?
[AGENT][NEUTRAL] Sure. My name is So. That's [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye. Mhm.
[AGENT][POSITIVE] You're welcome. Bye bye.