AccountId: 011433970860
ContactId: b18b876c-61f7-4240-8ca1-0f573ab9d0f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110699 ms
Total Talk Time (AGENT): 57961 ms
Total Talk Time (CUSTOMER): 37320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b18b876c-61f7-4240-8ca1-0f573ab9d0f6_20250221T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to get benefits for outpatient surgery at an ambulatory surgery center.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I, I have 186-7002.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] is [PII] [PII].
[AGENT][NEUTRAL] OK, I'm shown his effective date is [PII]. He is active on the policy. And you say you're needing outpatient benefits, is that correct?
[CUSTOMER][POSITIVE] Yes. Correct.
[AGENT][NEUTRAL] OK. Um, not
[CUSTOMER][NEUTRAL] And this would be for surgery center. I don't know if that makes a difference.
[AGENT][NEUTRAL] Uh, no, that's still be considered outpatient under the plan, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay or co-insurance, and he has a benefit max up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Up to 500 per day is that first come first serve?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Up to 500 per day alrighty and can you give their call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you have a great day.
[AGENT][POSITIVE] Oh, you too. Thanks for calling APL. Have a great weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.