AccountId: 011433970860
ContactId: b417bffc-d60b-483a-8b03-086cbb8399cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308940 ms
Total Talk Time (AGENT): 101342 ms
Total Talk Time (CUSTOMER): 95919 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b417bffc-d60b-483a-8b03-086cbb8399cb_20250317T16:30_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Kendal Endoscopy and Surgery Center. I'm calling to get benefit on one of our patients.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits, and I'm sorry, I didn't quite catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 16761.
[AGENT][NEUTRAL] Do you see a policy certificate number that sounds like a group number.
[CUSTOMER][NEUTRAL] Oh, let me see if I have it because that's the number that I put in my system. Hold on, give me one second. Let me find out in another place.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Sure, no problem, take your time.
[CUSTOMER][NEUTRAL] OK, the number is 145.
[CUSTOMER][NEUTRAL] 297
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] They put the group number on the policy.
[AGENT][POSITIVE] It's OK, no problem.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, the name of the patient is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And you say you need benefits today, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, 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.
[AGENT][NEUTRAL] And we have, let's see, an outpatient maximum of 5000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 5000 per calendar year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And she haven't used any of the amount or no?
[AGENT][NEUTRAL] No, she has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] Oh, OK, and this it will work as a as a gap insurance, right?
[AGENT][NEUTRAL] This is a secondary supplemental plan to help with the deductibles. Yes, deductibles, co-payment and co-insurance. Mhm.
[CUSTOMER][NEUTRAL] Secondary supplemental plan.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm good and this is she's active since when?
[AGENT][NEUTRAL] OK, let me get the effective date. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. The effective date on the policy is [PII] and it's still active at the moment.
[CUSTOMER][POSITIVE] [PII]. OK, perfect, thank you. What's your name again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just [PII].
[CUSTOMER][NEUTRAL] Oh, so, OK, perfect. May I have a reference number please?
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. Now you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye