AccountId: 011433970860
ContactId: be7c88bc-55e9-429d-ba3d-637fa2be53cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135869 ms
Total Talk Time (AGENT): 72410 ms
Total Talk Time (CUSTOMER): 39727 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/be7c88bc-55e9-429d-ba3d-637fa2be53cf_20250123T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling for eligibility and benefits please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02466344.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing his policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a limited indemnity policy. What type of benefits are you needing for [PII]?
[CUSTOMER][NEUTRAL] It is the outpatient surgery.
[AGENT][NEUTRAL] OK. Now, we don't have benefits for the facility, only for the surgeon and anesthesia.
[CUSTOMER][MIXED] OK, but not the facility.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Does it go through any kind of discounts and that beforehand or just they need to pay 100%?
[AGENT][NEUTRAL] Now if you're a multi-plan provider, they would be eligible for that discounted rate through multi-plan, but there's no benefits for the outpatient facility on this policy.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] And today's date
[AGENT][NEUTRAL] Anything, and today's date, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] It's been my pleasure to assist you and thank you for calling APL Sheryl. You have a wonderful day.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.