AccountId: 011433970860
ContactId: e57eb783-914a-4ee4-bef3-eb718c4d363b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190600 ms
Total Talk Time (AGENT): 96261 ms
Total Talk Time (CUSTOMER): 66939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e57eb783-914a-4ee4-bef3-eb718c4d363b_20250416T13:39_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], last initial [PII] I'm calling to verify the benefits for patients.
[AGENT][NEUTRAL] I can help with the benefits, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] She gave me this one, it's 60801.
[AGENT][NEUTRAL] 0801. OK. Um
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is that too short? Is that?
[AGENT][NEUTRAL] Uh, well, I'm trying to see whether it's one of our employee numbers. It's, um, I, I don't.
[AGENT][NEUTRAL] Yeah, that's 0801.
[CUSTOMER][POSITIVE] Yeah, she also gave me a group number, yeah.
[AGENT][NEUTRAL] And what, what is the group number, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is 23824.
[AGENT][NEUTRAL] OK, let's see if that doesn't work.
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And how do you spell her last name [PII] or what?
[CUSTOMER][NEUTRAL] [PII], so Para. [PII]
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Great. I think I've got it. Um, and if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] option one.
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Her policy number is 02.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 34.
[AGENT][NEUTRAL] 2701. So again, that's 02.
[AGENT][NEUTRAL] 342-701. It went into effect on [PII]. It is active. And you mentioned benefits. Um, is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Yes, she's having outpatient surgery done at our facility. It's an ambulatory surgical center, non-hospital based outpatient. Um, I wanna know what her benefits would be for outpatient surgery.
[AGENT][NEUTRAL] Yes, so for an outpatient service such as uh you're talking about, um,
[AGENT][NEUTRAL] The policy will pick up the deductible, co-payment, or co-insurance up to $500 per calendar day. That is just a verification benefit it's not a guarantee of payment, but it's also a per calendar day, um, benefit. So, uh, it renews each and every calendar day.
[AGENT][NEUTRAL] Um, and so you just file through their major medical first and then through us.
[CUSTOMER][POSITIVE] Perfect. So it's just $500 per day?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Alright, perfect. Can I please have your, well I have your name and a reference number for today's call.
[AGENT][NEUTRAL] It's gonna be my name. The first initial of my last name is [PII], and we're gonna use that in today's date as a reference. Now, is there anything else at all that I can tell you?
[CUSTOMER][POSITIVE] No, that'd be all thank you so much.
[AGENT][NEUTRAL] OK, well, thank you for contacting AP.