AccountId: 011433970860
ContactId: c0120dc4-4ce2-42bd-b4a0-dc7282292964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140380 ms
Total Talk Time (AGENT): 50369 ms
Total Talk Time (CUSTOMER): 54371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c0120dc4-4ce2-42bd-b4a0-dc7282292964_20250516T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling because I have a patient here who has provided, um, her gap insurance, and I was wondering what her, um.
[CUSTOMER][NEUTRAL] Her amount was so we can apply it to her surgical procedure today.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is again?
[CUSTOMER][NEUTRAL] [PII], like the country.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] It is 01812.
[CUSTOMER][NEUTRAL] 666.
[CUSTOMER][NEUTRAL] Letter M letter L number 8.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is last name [PII]'s first name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. She is active on the policy. And what benefits we're needing for this patient? I'm sorry.
[CUSTOMER][NEUTRAL] It's gonna be for outpatient ambulatory surgical procedure.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. The patient has a benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] $1000. OK, and does she have.
[CUSTOMER][NEUTRAL] Does she have any available funds for this uh procedure today?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And she still has that benefit available. She has not used it for this year.
[CUSTOMER][NEUTRAL] For the 1000?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.