AccountId: 011433970860
ContactId: c3e7d205-da6c-4be2-b068-7394f40d0e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124010 ms
Total Talk Time (AGENT): 50308 ms
Total Talk Time (CUSTOMER): 47641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c3e7d205-da6c-4be2-b068-7394f40d0e5f_20250203T16:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good, uh, good morning. My name is [PII]. I'm calling from, um, Baptist Outpatient Surgical Center. I'm just calling to get benefits information for a patient.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number I have is 2505727. That's what we got from the doctor's office.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, he's coming at our ambulatory surgical center to get um cataract surgery.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance will pay for outpatient up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] 1500 per calendar year.
[CUSTOMER][POSITIVE] Perfect. Alright, perfect, thank you, [PII]. May I have a call reference number for the call please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.