AccountId: 011433970860
ContactId: be4d2f4d-b5b8-49c0-8bbe-46019e811d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118099 ms
Total Talk Time (AGENT): 63759 ms
Total Talk Time (CUSTOMER): 37418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/be4d2f4d-b5b8-49c0-8bbe-46019e811d84_20250605T15:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm giving a call just to verify a patients covered for their procedure on Monday.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Western Outpatient surgical Center.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have it as 02569215 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] And with this one we have an outpatient maximum of $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient 500 per day.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alrighty and you said your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. So you have a good day.
[AGENT][POSITIVE] You you as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. That's it. I appreciate it.
[AGENT][POSITIVE] Yeah thank you for calling ATR. Have a good day, Miss.