AccountId: 011433970860
ContactId: cd163847-6131-4f3b-80c3-a4751149dce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 63272 ms
Total Talk Time (CUSTOMER): 86609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cd163847-6131-4f3b-80c3-a4751149dce7_20250312T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from West Kendall BGYN. [PII], I was calling because I have a patient that needs to have a surgery, and I would like to verify her benefits, please.
[AGENT][NEUTRAL] OK. Do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, sure, it's [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, policy number, is it the payer ID?
[AGENT][NEUTRAL] Uh, no, ma'am. It would be their policy certificate number.
[CUSTOMER][NEUTRAL] OK, I have in the card that I have it says payer ID.
[AGENT][NEUTRAL] Inpatient and outpatient?
[CUSTOMER][NEUTRAL] Oh, OK, OK, um, inpatient benefits certification number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I have 02583618 M as in Mary, [PII] as in [PII], and the number 8.
[AGENT][NEUTRAL] OK, and what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, her date of birth.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, it's for outpatient hospital.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance only.
[AGENT][NEUTRAL] We pick up for outpatient $1250 per calendar year.
[CUSTOMER][NEUTRAL] $1250?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, for outpatient uh surgery.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Max Gly has she used any of that this year?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's all I basically needed to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] [PII], can I have the first initial to your last name? I'm sorry.
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.