AccountId: 011433970860
ContactId: a4fbaf09-817e-4ba9-b5b2-4dc131ff7719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124250 ms
Total Talk Time (AGENT): 66110 ms
Total Talk Time (CUSTOMER): 51529 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a4fbaf09-817e-4ba9-b5b2-4dc131ff7719_20241231T14:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify coverage and get benefits.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is let me see for outpatient 02337.
[CUSTOMER][NEUTRAL] 138 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you for that. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] So she's gonna be having outpatient cataract surgery.
[CUSTOMER][NEUTRAL] At an ambulatory surgery center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see outpatient, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the benefit is up to $1000 per calendar year. That does include surgery in an outpatient facility or freestanding outpatient surgery center. Um, did you want me to see if she's used any of that $1000 for the year?
[CUSTOMER][NEUTRAL] Sure, well, the surgery is gonna be actually next year, but, um, that'll roll over or I should call probably next year.
[AGENT][NEUTRAL] Well, so let me see.
[AGENT][NEUTRAL] So she, so if it's next year, it's still fine, but she hasn't used any of the benefits for this year either, so.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Whichever, she'll be fine.
[CUSTOMER][POSITIVE] OK, OK, perfect. Alright, well thank you very much, um, OK, perfect, thanks, bye bye.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right, well, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.