AccountId: 011433970860
ContactId: a112733d-2181-4050-807a-ec56eca34513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154300 ms
Total Talk Time (AGENT): 77585 ms
Total Talk Time (CUSTOMER): 36831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a112733d-2181-4050-807a-ec56eca34513_20250204T15:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'd like to verify benefits.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Miss [PII] you're calling from?
[CUSTOMER][NEUTRAL] The surgery center on Fort Lauderdale?
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is 021-75108ML8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me see if I have any policies, one moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What type of service being rendered?
[CUSTOMER][NEUTRAL] We're outpatient ambulatory facility.
[AGENT][NEUTRAL] All right, and 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. Let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] the correct policy number is 02473240.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date is [PII] and it is active at the moment. This is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the outpatient maximum is $300 per day.
[CUSTOMER][NEUTRAL] $300.
[AGENT][NEUTRAL] $300 per day.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with? My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Reference
[AGENT][NEUTRAL] We don't have reference numbers, [PII]. You can use my name in today's name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATU. Have a good.
[CUSTOMER][POSITIVE] Thank you.