AccountId: 011433970860
ContactId: 9e062287-4f2c-40f2-8783-bc0e7190c2de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174639 ms
Total Talk Time (AGENT): 78933 ms
Total Talk Time (CUSTOMER): 58228 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9e062287-4f2c-40f2-8783-bc0e7190c2de_20250122T21:27_UTC.wav
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[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yes. My name is [PII]. I'm calling from a facility. A patient uh listed this insurance secondary, uh, to her Aetna insurance.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I just wanted to confirm her, uh, benefits and that she does have ambulatory surgery center benefits.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at that for you. And do you have, um, Miss [PII], do you mind if I quickly grab a good call back number?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] [PII]. Perfect. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 02341476.
[AGENT][POSITIVE] Perfect. And [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Um, it's C O [PII] last initial G.
[AGENT][POSITIVE] All right, perfect. Thank you so much. And
[AGENT][POSITIVE] I'm just working on getting that policy pulled up for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] All right, thanks for your patience. I typed it wrong the first twice, the first twice. I can't even talk either, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So sorry, could you verify for me your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, yes, that's for [PII] [PII].
[AGENT][POSITIVE] Thank you so much. [PII] is an active member with us and you're looking for outpatient surgical benefits, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright awesome I do wanna let you know any benefit information I give you over the phone today um will be a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Um, an outpatient surgery center would fall under her outpatient benefits with us, and with that, she does have an outpatient benefit of $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And
[CUSTOMER][NEUTRAL] If I could just get a reference for the call, please.
[AGENT][NEUTRAL] You betcha. It's my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you for your help.
[AGENT][POSITIVE] Oh, it's my pleasure thank you so much for calling APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thanks. You too. Mm bye.
[AGENT][POSITIVE] Thanks. Bye bye.