AccountId: 011433970860
ContactId: dc37fe9d-3c07-41a0-be1e-eb6a4022b692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175399 ms
Total Talk Time (AGENT): 69639 ms
Total Talk Time (CUSTOMER): 45051 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/dc37fe9d-3c07-41a0-be1e-eb6a4022b692_20250326T21:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so. I'm calling to verify benefits for a member.
[AGENT][POSITIVE] Sure, I can assist you with the benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Last name initial [PII].
[AGENT][NEUTRAL] OK, Miss [PII], um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, good call back is [PII].
[AGENT][NEUTRAL] OK. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] From South Miami Hospital.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, member's policy is 01611795 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, it's part.
[AGENT][NEUTRAL] All right, and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Yeah, so, um, members having done outpatient surgery next week, I just wanted to see what the outpatient services benefits would be.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our secondary policy to the major medical and we have an outpatient maximum of 1500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Covered person per calendar year.
[CUSTOMER][NEUTRAL] Uh, does she have the full amount available?
[AGENT][NEUTRAL] Um, let me check on that for you. One moment.
[AGENT][NEUTRAL] As of today, she has not used her benefits, so she does have the full amount available.
[CUSTOMER][NEUTRAL] OK, perfect. All [PII]. And so, do you guys give a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers, Ms. [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that's fine. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.