AccountId: 011433970860
ContactId: d676fe02-7106-4f89-ac4b-0483de38c8a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151229 ms
Total Talk Time (AGENT): 61996 ms
Total Talk Time (CUSTOMER): 47604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d676fe02-7106-4f89-ac4b-0483de38c8a5_20250310T13:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Beacon Surgery Center. Um, we have a patient who provided her secondary insurance card at check in, and I'm just trying to get eligibility and benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the member's policy number?
[CUSTOMER][NEUTRAL] Um, it's 02453170.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, then I'll be able to assist you.
[CUSTOMER][NEUTRAL] Um, it's [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII], you're calling to verify outpatient benefits. This member's policy has been active since [PII] and it's currently active. The member has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, and you said 1500, so 1500?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then can you verify the um claims address and then the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] Mailing address will be addressed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, nope, I think that was it. If I can get your name and call reference number.
[AGENT][NEUTRAL] My name is [PII]. Today's date is the reference.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, um thanks for your help.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Bye bye.
[CUSTOMER][POSITIVE] You too thanks bye.