AccountId: 011433970860
ContactId: a7a67054-7be5-4e33-a108-e76650c5b5e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152800 ms
Total Talk Time (AGENT): 65367 ms
Total Talk Time (CUSTOMER): 64949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a7a67054-7be5-4e33-a108-e76650c5b5e5_20250306T21:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AT. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII]. I'm calling from Park Creek Surgery Center. I'm calling to get benefits, please.
[AGENT][NEUTRAL] OK. Spell your name for me.
[CUSTOMER][NEUTRAL] Sure, that would be [PII], and the first initial of my last name is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, [PII], so you're checking eligibility and it did you say outpatient facility?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we're an, uh, yes, we are in, um, outpatient surgery ambulatory, um, center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, very good. And what's the policy number, Madeline?
[CUSTOMER][NEUTRAL] 01343232 MLS oh no I'm sorry, the number 8.
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And that would be [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. So the policy effective date is [PII] policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And of course information
[CUSTOMER][NEUTRAL] Has the
[CUSTOMER][NEUTRAL] My apology, go ahead.
[AGENT][NEUTRAL] I was gonna say any information provided is verification, not a guarantee of payment, and you wanted to know if any of that has been used?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Not yet. It's not been used at this time.
[CUSTOMER][NEUTRAL] And so not
[CUSTOMER][NEUTRAL] OK, so 0 used and what type of plan is this?
[AGENT][NEUTRAL] This is a Metlink policy. It's like a gap policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there any authorization required?
[AGENT][NEUTRAL] No all this required.
[CUSTOMER][NEUTRAL] OK then and let's see here and I'm sorry, your name again please?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call, [PII]. And did you have any other questions?
[CUSTOMER][POSITIVE] No, that will be it. I wanna thank you very much for your time and patience. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye now.
[AGENT][NEUTRAL] Bye bye.