AccountId: 011433970860
ContactId: d994b92a-14db-4fa6-9493-f27c082f41c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165399 ms
Total Talk Time (AGENT): 79644 ms
Total Talk Time (CUSTOMER): 46031 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/d994b92a-14db-4fa6-9493-f27c082f41c3_20250311T15:16_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] Hi, good morning, [PII]. My name is [PII] calling from Palms Wellington Surgical Center. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing good thank you. I was giving you guys a call. I wanted to verify your patients um benefits and eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02439278 MLB.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] The patient's having surgery um at an ambulatory surgical center here with us.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] So surgical benefits.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $4500 per calendar year.
[AGENT][NEUTRAL] That does include surgery in an outpatient facility or a freestanding outpatient surgery center. Um, did you want me to see if any of the 4500 has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And so far, oh wait, hold on, 370.
[AGENT][NEUTRAL] It was 4500.
[AGENT][NEUTRAL] So he's used $373.67. He has $4,126.33 left for [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help and then will there be a reference number for today's 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][POSITIVE] Perfect, thank you again for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.