AccountId: 011433970860
ContactId: ed6f1563-5997-4ba3-ae34-d8be7b7aabe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119360 ms
Total Talk Time (AGENT): 61310 ms
Total Talk Time (CUSTOMER): 38173 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ed6f1563-5997-4ba3-ae34-d8be7b7aabe4_20250415T14:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if authorization is gonna be required for patients excuse me, to verify benefits, excuse me.
[AGENT][NEUTRAL] I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] Thank you [PII] and the callback number please sir?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02473906.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII]-du 103 of 71.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] My pleasure to help you with the eligibility and benefits for Magdaleni. I'm showing her policy is active. Effective date is 3-1-2024.
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And were there specific benefits you were needing?
[CUSTOMER][NEUTRAL] Yeah, she's having an outpatient surgery at the ambulatory surgical center.
[AGENT][NEUTRAL] Alright, she does have outpatient coverage up to $500 per occurrence, and that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with, Ryan?
[CUSTOMER][NEUTRAL] The only thing that's all she has is a $500 per occurrence benefit.
[AGENT][NEUTRAL] That's right, for outpatient.
[CUSTOMER][NEUTRAL] What about, oh yeah, that's fine. Well, can I get your name and a reference number please?
[AGENT][NEUTRAL] My name is [PII]I C I A. First initial last name, L as in Lima.
[AGENT][POSITIVE] And it was a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thanks Lia bye bye.
[AGENT][POSITIVE] And thank you for