AccountId: 011433970860
ContactId: ac84cd0b-66c4-4397-9454-22c6916d1aaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166389 ms
Total Talk Time (AGENT): 91491 ms
Total Talk Time (CUSTOMER): 45673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ac84cd0b-66c4-4397-9454-22c6916d1aaa_20250219T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hi, good afternoon. I'm calling you from provider's office. I would like to verify some coverage for a patient.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure. 249-7457.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], you say you're calling from which facility?
[CUSTOMER][NEUTRAL] Uh, urology, um, Doctor [PII]. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And um what type of services being render? Is this for a specialist office, um, procedures or offices?
[CUSTOMER][NEUTRAL] So he's schedule surgery. It's gonna be outpatient surgical procedure done at ambulatory surgery center.
[AGENT][NEUTRAL] So you can
[AGENT][NEUTRAL] Surgery. OK. 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we have an outpatient maximum of let's see.
[AGENT][NEUTRAL] 2500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] 2500. Has he used any of this this year?
[AGENT][NEUTRAL] Mm, I can check. Let's see.
[AGENT][NEUTRAL] As of today, he has not used his benefits for [PII], so he still have the full amount available. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm so sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] So thank you so much. You helped me. Thank you for, you have a great day.
[AGENT][POSITIVE] You as well, Miss [PII] thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.