AccountId: 011433970860
ContactId: bf100c37-a493-44c4-83d3-7834b4194ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179919 ms
Total Talk Time (AGENT): 63340 ms
Total Talk Time (CUSTOMER): 64171 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bf100c37-a493-44c4-83d3-7834b4194ef5_20250311T13:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm looking to verify eligibility and benefits for members gap policy.
[AGENT][NEUTRAL] OK, is this for services in an office setting?
[CUSTOMER][NEUTRAL] Uh, this will be for an outpatient ambulatory surgical center facility.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, I have here 60801.
[AGENT][NEUTRAL] OK, that's our payer ID number. If you have the card, it's near the bottom. It's an outpatient policy er number begins with a 0.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me confirm here for you uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, just one more moment that was the number that we had um written down.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I don't seem to have a copy of the card on hand. I don't know if there's another way that we could uh verify the member's information. Mhm.
[AGENT][NEUTRAL] You have the, you have the social of the cardholder?
[CUSTOMER][NEUTRAL] I should, yes, so I have here [PII].
[AGENT][NEUTRAL] OK, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] I have here [PII].
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] Have here [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] I have here [PII].
[AGENT][NEUTRAL] Alright, I have the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That number is 233.
[AGENT][NEUTRAL] 6080.
[AGENT][NEUTRAL] And I have the effective date for you. It's [PII].
[AGENT][NEUTRAL] The policy is active at this time.
[AGENT][NEUTRAL] And I show that the maximum outpatient benefit is up to $250. This is per calendar day.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment and [PII], did did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no, if I may just have a reference number for this call.
[AGENT][NEUTRAL] Uh huh. You'll use my name in today's dates reference. It's [PII].
[CUSTOMER][POSITIVE] Excellent then [PII] well thank you so much for your help. I really appreciate it and I hope you have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Alright bye bye now thank you.