AccountId: 011433970860
ContactId: d1ff16a1-abc5-4323-8f86-da1ef82422df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286980 ms
Total Talk Time (AGENT): 136175 ms
Total Talk Time (CUSTOMER): 119861 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d1ff16a1-abc5-4323-8f86-da1ef82422df_20250519T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hi. Hi, [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Hey girl, hey, I have Mr. [PII] and he's such a sweet gentleman. Um, he didn't know why he had this card, but I explained that to him. His policy number is um 262.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1709, he's been verified certified and all that side.
[AGENT][NEUTRAL] All the sides.
[CUSTOMER][NEUTRAL] Uh huh, everything, and he's already on the online service center so you don't have to ask him that. Um, his callback number is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he just needs some benefits on his plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was his first name again?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Not [PII]. I just say Mr. [PII].
[AGENT][NEGATIVE] [PII]. Uh, OK. I'll say Mr. [PII] also.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, he's so sweet. You're always talking to him, OK.
[AGENT][NEUTRAL] OK. You can go ahead and
[CUSTOMER][POSITIVE] OK, have a good day, [PII].
[AGENT][POSITIVE] Oh, all good.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII]. I'm with the care team, so I understand you need some benefit questions answered, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with your benefits, Mr. [PII]. Um, so this is just to verify your benefits. It's not a guarantee of payment. This policy is a secondary insurance to your primary. It's billed second and it helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you have an inpatient calendar year benefit amount of $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then you also have for outpatient, you have a per calendar day benefit of $500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so outpatient, I am having a surgery cataract, is that covered under that?
[AGENT][NEUTRAL] OK, let me see if office visits are covered under your policy.
[CUSTOMER][NEUTRAL] It, it, it's going, it's a surgery actually.
[AGENT][NEUTRAL] I surgery, is it gonna be, are you gonna stay in the hospital or are you gonna be an outpatient?
[CUSTOMER][NEUTRAL] No, I think it's outpatient.
[AGENT][NEUTRAL] Outpatient, OK.
[CUSTOMER][NEUTRAL] It's, it's kind of like an in and out, yeah.
[AGENT][NEUTRAL] OK, so for your outpatient per calendar day benefit, it helps pay $500.
[AGENT][NEUTRAL] For that day.
[CUSTOMER][NEUTRAL] OK, so, so this cattrix surgery will cover that. So if I give them this number and tell them it's gonna cover $500 for one day.
[CUSTOMER][NEUTRAL] It should be good, is that correct?
[AGENT][NEUTRAL] Yeah, are they doing it in an office or are they doing it in a surgery facility that's outpatient?
[CUSTOMER][NEUTRAL] No, no, I, I.
[CUSTOMER][NEUTRAL] That's outpatient facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, yes, sir, um, this policy, let's see.
[AGENT][NEUTRAL] I'm gonna double check.
[AGENT][NEUTRAL] Your facilities.
[CUSTOMER][NEUTRAL] Yeah, it's an outpatient facility.
[CUSTOMER][NEUTRAL] I believe that's what they do all this catech surgery over there.
[AGENT][NEUTRAL] OK, so what you can you can have it done in.
[AGENT][NEUTRAL] Uh, an ER urgent care center, MRI imaging center is covered and an ambulatory center. So if it's an ambulatory center.
[AGENT][POSITIVE] Then yes, it would help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me call them and give them this number so they can tell you better than I can. I'm not sure what is that, you know, but that's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, that's perfectly fine we would be happy to talk to them.
[CUSTOMER][POSITIVE] OK, I really appreciate that thank you so much.
[AGENT][POSITIVE] You're so very welcome, Mr. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] No, you've been great help. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] Yeah, right, but.