AccountId: 011433970860
ContactId: d8ce2613-47c9-46c9-8543-681822fdb944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168309 ms
Total Talk Time (AGENT): 69338 ms
Total Talk Time (CUSTOMER): 65247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d8ce2613-47c9-46c9-8543-681822fdb944_20250409T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], um, I was, I'm calling from West Boca Outpatient surgical Center. Um, there's a patient that's coming for surgery, and I wanted to verify their benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the surgery benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, name is [PII] Last initial is [PII], um.
[CUSTOMER][NEUTRAL] And what else? I'm sorry.
[AGENT][NEUTRAL] That's OK, a good contact number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm sorry, [PII] is the um extension.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, member's policy number is um 002148520ML8.
[AGENT][NEUTRAL] OK. Now, somewhere in there is the, let me try the, just the 24. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And would this be considered an outpatient surgery or inpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] So the policy will pay up to $3000 per calendar year. Did you want me to see if any of the $3000 has been used for this year?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, so he's used 108, actually, I'm sorry, no, this is for his dependents. So no, he hasn't used any of the um Max this year, so he still has the full 3000.
[CUSTOMER][NEUTRAL] OK then, so it only covers 3000.
[AGENT][NEUTRAL] Yes, we pay towards the copay.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and is there a reference for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And what's your first name? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] And thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Thank you also and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.