AccountId: 011433970860
ContactId: a62f4502-2b8c-47cf-b691-80268b0ddac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123339 ms
Total Talk Time (AGENT): 56656 ms
Total Talk Time (CUSTOMER): 52269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a62f4502-2b8c-47cf-b691-80268b0ddac6_20250319T12:56_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. I'm calling from South Florida ENT. I need to get um eligibility and benefits for a member, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] First name is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number that you're requesting eligibility for today?
[CUSTOMER][NEUTRAL] I have 01893122 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure. First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify eligibility, so the policy has been active since.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I need to know, uh, as far as benefits if office visits are covered or office surgeries are covered.
[AGENT][NEUTRAL] So she has outpatient benefits if it's considered as a surgery center. however, office visits or the treatment received in the office will not be covered under her policy.
[CUSTOMER][NEUTRAL] OK. And the surgery benefits?
[AGENT][NEUTRAL] Outpatient benefits is $1500 per calendar per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 15 you said 1500?
[AGENT][NEUTRAL] Yes, that's correct, and she has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much. Your name again was?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference, [PII], because we don't provide reference numbers unfortunately.
[CUSTOMER][POSITIVE] That's fine, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome thanks for calling