AccountId: 011433970860
ContactId: 99317d0a-340b-46c0-80fb-44ae856a43a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150020 ms
Total Talk Time (AGENT): 55717 ms
Total Talk Time (CUSTOMER): 54420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/99317d0a-340b-46c0-80fb-44ae856a43a4_20250110T15:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was just calling to get the benefits for a member, please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's gonna be spelled [PII]
[AGENT][POSITIVE] Thank you, my ladies. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, the policy number that I have.
[CUSTOMER][NEUTRAL] It's 0246.
[CUSTOMER][NEUTRAL] 0294.
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, my ladies, and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, correct, the benefits for ambulatory surgical center, non-hospital based outpatient.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever their primary applies to their deductible, co-pay or co-insurance only, we pick up up to 3000 per calendar day.
[CUSTOMER][NEUTRAL] You said it's 3000 per calendar day?
[AGENT][NEUTRAL] Day, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, meaning like that day, for example, the patient has a copay of 1500, that would be covered.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. And then that's actually all the information that I needed. Do you happen to have a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Thank you, my ladies for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.