AccountId: 011433970860
ContactId: a0f07baf-cb6a-40e0-a96b-631f98c74540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114620 ms
Total Talk Time (AGENT): 60882 ms
Total Talk Time (CUSTOMER): 38258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a0f07baf-cb6a-40e0-a96b-631f98c74540_20250602T13:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Surgery Center of Aventura in regards to one of your members to get eligibility.
[AGENT][NEUTRAL] I can certainly help with eligibility. Um, [PII], what is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, one second, let me get it. OK, so it's 0256 0582. M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, um, this is the secondary or gap insurance with inpatient and outpatient benefits. You mentioned surgery. Would you like to know the outpatient benefits for surgery?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] We will pick up the deductible, co-payment or co-insurance from her major medical up to $350 per per calendar day.
[AGENT][NEUTRAL] Now that is just the uh verification of the benefits, not a guarantee of payment, but that is the outpatient benefit.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you can submit your claim online, uh, you can fax it or mail it to us. Is there anything else that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, that was all. May I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're going to um use that today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help [PII] have a great day.
[AGENT][POSITIVE] Thanks for contacting ATM.