AccountId: 011433970860
ContactId: ee617b55-135d-45ef-9d55-51b940a1fb70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169589 ms
Total Talk Time (AGENT): 90193 ms
Total Talk Time (CUSTOMER): 52931 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ee617b55-135d-45ef-9d55-51b940a1fb70_20250404T13:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. What is your name, please?
[AGENT][NEUTRAL] My name is [PII] so.
[CUSTOMER][NEUTRAL] Hi, so I'm calling from Boca Regional pre-registration. Just want to check some benefits for a patient that's coming in to see us. It's her secondary.
[AGENT][NEUTRAL] Like
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's
[CUSTOMER][NEUTRAL] 02566.
[CUSTOMER][NEUTRAL] 933.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's, uh, [PII].
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Bacon.
[AGENT][POSITIVE] Yes, I think, yeah, I think that's how we'll say it too. OK, thank you, Miss [PII].
[AGENT][NEUTRAL] All right. And you said you need benefits and this is gonna be for outpatient or is it gonna be like an office?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yeah, it's an outpatient hospital.
[AGENT][NEUTRAL] OK. All right. OK. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And um this is one of our, you're welcome. This is one of our secondary supplemental plans to the major medical. We have an effective date of [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The outpatient maximum is 6800 per covered person per calendar year.
[CUSTOMER][POSITIVE] Wow, that's pretty good benefits.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yes. Mm.
[CUSTOMER][POSITIVE] All right. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, is there any reference number?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, all right, thank you and enjoy your weekend.
[AGENT][POSITIVE] You're welcome. You as soon, [PII], and thank you for calling APR. Have a good weekend and good day. Good Friday.
[CUSTOMER][POSITIVE] OK, thank you. You too. OK bye bye.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Mm