AccountId: 011433970860
ContactId: cc449b37-a505-48f3-bf89-3abb37468547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142649 ms
Total Talk Time (AGENT): 76330 ms
Total Talk Time (CUSTOMER): 44404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/cc449b37-a505-48f3-bf89-3abb37468547_20250326T13:31_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is [PII]. I'm calling from South Palm Surgery Center. We have a patient um that has APL listed as a supplemental, and we need to get um the benefits.
[AGENT][NEUTRAL] Can I help you with benefits this morning, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 022-03928 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name and date of birth is [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with eligibility and benefits for
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Had to look at her name again. My name is [PII].
[CUSTOMER][NEUTRAL] And your name again you said?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I am showing that [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders Major Medical.
[AGENT][NEUTRAL] And what type of benefits are you needing today?
[CUSTOMER][NEUTRAL] Um, they are scheduled for an endoscopy.
[AGENT][NEUTRAL] All right. He and [PII] does have outpatient coverage up to $6000 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of right now, she has not used that outpatient benefit for [PII].
[CUSTOMER][NEUTRAL] OK, that's all I needed.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you with that eligibility and benefit. If there's nothing else I can help you with today, I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And thank you [PII] for calling APL. Have a wonderful day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Bye-bye.