AccountId: 011433970860
ContactId: a8ec9571-009c-4670-bdcf-ac3f2500266a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172220 ms
Total Talk Time (AGENT): 61172 ms
Total Talk Time (CUSTOMER): 61937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a8ec9571-009c-4670-bdcf-ac3f2500266a_20250606T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling to verify benefits for patients.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 0186386 ML 8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I may have mistyped something. Could I get that number one more time? Sorry about that.
[CUSTOMER][NEUTRAL] Of course, no worries. It's 01863860. M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, perfect. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Let me see, looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And did you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm, do I, do you want me to specify the type of facility or would it just be outpatient?
[AGENT][NEUTRAL] Uh, is it just like a free standing facility or?
[CUSTOMER][NEUTRAL] Yes, it's an ambulatory surgical center non-hospital based.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like for their policy, they have a $7900 per covered person per calendar year benefit payable. Um, this is a secondary policy, so it'll pay after primary processes the claim.
[CUSTOMER][NEUTRAL] Alright perfect and has have they met any of that amount?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, I don't show anything new this year.
[CUSTOMER][POSITIVE] Perfect, can I please have a reference number for today's call?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that'd be all, thank you so much and as long as the primary doesn't require authorization, then APO wouldn't require authorization, is that correct?
[AGENT][NEUTRAL] Yes, we don't require authorization period so.
[CUSTOMER][POSITIVE] OK, OK, perfect. Alright, perfect, thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you do too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.