AccountId: 011433970860
ContactId: df5dd86b-3463-49b7-bf34-eda774ccabb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176270 ms
Total Talk Time (AGENT): 64182 ms
Total Talk Time (CUSTOMER): 64136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/df5dd86b-3463-49b7-bf34-eda774ccabb8_20250616T17:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling.
[AGENT][NEUTRAL] Well this is
[CUSTOMER][POSITIVE] Bye good afternoon.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Good, I'm calling for benefits and eligibility please.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII], I'm calling from the surgery center of Weston.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, may I have your name please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. And the policy number I have is 01866994 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient is um [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] It's for ambulatory freestanding facility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] One second, I'll write that down.
[CUSTOMER][NEUTRAL] Is the policy still active?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So they will coordinate with the primary insurance and will pay up to $500 per day for the service, OK, and our copays $500 so they'll pay that, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, may I have, and this is a gap insurance, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. Please may I have the reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, I don't need an initial for your last name, just your name, [PII].
[AGENT][NEUTRAL] Yes, ma'am. If you need the initial is [PII]
[CUSTOMER][NEUTRAL] [PII] you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK thank you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.