AccountId: 011433970860
ContactId: bd00a20f-2e8c-4d19-b7d6-d2beb25a763f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126150 ms
Total Talk Time (AGENT): 67599 ms
Total Talk Time (CUSTOMER): 38071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/bd00a20f-2e8c-4d19-b7d6-d2beb25a763f_20250310T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ay, um, my name is [PII]. I'm calling with a provider's office. I need to check benefits on a patient that's having an outpatient surgery.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01867004.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if he's having an outpatient surgery, he will be covered $500 per, per day.
[AGENT][NEUTRAL] Yes, ma'am. Um, after the primary insurance process is the claim, yes, ma'am. We cover up to 500. Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That will be all. Thank you so much for your help.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.