AccountId: 011433970860
ContactId: ca76a767-5ce1-4c17-8de5-b7cfc3439fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209139 ms
Total Talk Time (AGENT): 67901 ms
Total Talk Time (CUSTOMER): 52427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ca76a767-5ce1-4c17-8de5-b7cfc3439fac_20250512T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], last initial [PII] I'm calling to verify patients benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02465032 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, looks like this policy termed in 24. Let me see if he's got a current policy.
[AGENT][NEUTRAL] OK, looks like I found a current policy. Let me give you that number.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Um, it's 1659449.
[CUSTOMER][NEUTRAL] 9449.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Uh, this policy is effective.
[AGENT][NEUTRAL] Uh, it looks like [PII]. Not sure what the other policy. I guess maybe they entered it by error, but this one's effective [PII]. It's currently active. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, outpatient, the patient's coming to have outpatient surgery done at our ambulatory surgical center, non-hospital based outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEUTRAL] It looks like under this policy he's got 7900 per person per calendar year coverage.
[CUSTOMER][NEUTRAL] And has anything been met?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, I just use $100.
[CUSTOMER][POSITIVE] Perfect. Alright, and is there a group number with that policy number you gave me?
[AGENT][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] 15493.
[CUSTOMER][POSITIVE] Perfect. And no office is going to be required, correct, as long as the primary doesn't require off.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, can I please have a reference number for today's call?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name, [PII] as [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that'd be all thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.