AccountId: 011433970860
ContactId: e57ce8ba-dfea-4928-90b5-eedf3166f367
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117949 ms
Total Talk Time (AGENT): 65807 ms
Total Talk Time (CUSTOMER): 36451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e57ce8ba-dfea-4928-90b5-eedf3166f367_20250314T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I needed to verify benefits for a patient that's gonna be going, uh, undergoing outpatient surgery.
[AGENT][NEUTRAL] Sure, I can look at those benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so then I can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 1337107.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical paid, and you did say this was outpatient surgery, correct?
[CUSTOMER][NEUTRAL] Yes. Did you say, what was the effective date again? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK. Give me just a moment.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, I wrote it right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is $2500 max per calendar year. If you'll give me a moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year they do have that full benefit amount.
[CUSTOMER][POSITIVE] OK, awesome. Well, thank you very much, OK? Have a great day.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.