AccountId: 011433970860
ContactId: e6e14ed1-eb66-4b64-9592-89624bd84af0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143649 ms
Total Talk Time (AGENT): 72235 ms
Total Talk Time (CUSTOMER): 54192 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e6e14ed1-eb66-4b64-9592-89624bd84af0_20250319T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Correct Vision in regards to a patient's um APL coverage. She's having cataract surgery with us next week.
[AGENT][NEUTRAL] OK, and you're wanting to call a verified benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02581896.
[AGENT][NEUTRAL] Thank you. Give me one moment, please. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. Uh, Ms. [PII], I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Um, she's having cataract surgery.
[CUSTOMER][NEUTRAL] So I don't know if you guys cover any of the outpatient ambulatory, yes.
[AGENT][NEUTRAL] OK. And it's gonna be outpatient?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and she has an outpatient benefit that pays up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So she's having, she's having cataract surgery two different dates back to back, you guys will pay the whole $1000.
[AGENT][POSITIVE] We will pay up to that 500, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, all right, perfect. Can I please have a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date as reference. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, can I have your name please?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful day.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.