AccountId: 011433970860
ContactId: b56e114f-9b0c-4fcf-931d-e67f1b44efeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137970 ms
Total Talk Time (AGENT): 66132 ms
Total Talk Time (CUSTOMER): 46964 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b56e114f-9b0c-4fcf-931d-e67f1b44efeb_20250129T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], calling you from a provider's office. Can I verify coverage and benefits for a patient scheduled for um an outpatient surgery?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, I can check that eligibility and benefits for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 253 9.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 023.
[CUSTOMER][NEUTRAL] 893994.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, this is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and it is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays. And you did say this was for an outpatient surgery?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per occurrence basis, so it is $1000 max per occurrence.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII], can I get the first digit of your last name and the reference number for a call if you have one.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my last initial is A.
[CUSTOMER][NEUTRAL] and today is the [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.