AccountId: 011433970860
ContactId: b325ef83-8fe3-4427-a7db-c45dfb036eb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127480 ms
Total Talk Time (AGENT): 52827 ms
Total Talk Time (CUSTOMER): 65195 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b325ef83-8fe3-4427-a7db-c45dfb036eb9_20250214T13:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Fort Lauderdale Eye Institute, and I am looking for benefits, um, on a patient for outpatient surgery. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, is there, hold on, I'm patient 01480004.
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is Ms. [PII], [PII].
[AGENT][NEUTRAL] OK, thanks for that information and you're checking eligibility and then outpatient facility benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so I have that information for you, the policy effective date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII] and I show the policy is active at this time.
[AGENT][NEUTRAL] And I'm showing the maximum outpatient benefit is up to $3000.
[AGENT][NEUTRAL] And that is per calendar year.
[AGENT][NEUTRAL] Um, and this information is verification, not a guarantee of payment, and currently I don't show any of that benefit used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, so this can be used um through the facility, the surgeon and everything, correct? That 3000 and anesthesia. OK, perfect, perfect, perfect. All right, thank you very much, appreciate your time.
[AGENT][NEUTRAL] Anesthesia, yeah, any charge related to that surgery. Mhm.
[AGENT][NEUTRAL] Uh, you're welcome, [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that's it you have a great day and happy [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Same to you thank you thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] OK thanks bye bye.