AccountId: 011433970860
ContactId: c0fb8e5a-3e60-4ef2-81a5-f0c98f3c9833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136369 ms
Total Talk Time (AGENT): 53370 ms
Total Talk Time (CUSTOMER): 42885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c0fb8e5a-3e60-4ef2-81a5-f0c98f3c9833_20250604T14:50_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, there you go. Hi. Hi, [PII]. My name is [PII] from Doctors Hospital. I'm calling uh to verify coverage and el el eligibility on a patient for surgery.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Um, contact number [PII]. Policy number 02473361 ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy um is active, it has been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, outpatient surgery at a hospital setting.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $300 per calendar day, um, and that does include um surgery in an outpatient facility or freestanding um outpatient surgery center.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, alright, so just $300 for calendar today is what you're saying?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you so much, that's all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.