AccountId: 011433970860
ContactId: f061967b-a35c-44e4-9f67-3487854c63c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201660 ms
Total Talk Time (AGENT): 79687 ms
Total Talk Time (CUSTOMER): 73764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f061967b-a35c-44e4-9f67-3487854c63c2_20250602T15:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Kal endoscopy and surgery center. I need benefit of one of our patients that is having a colonoscopy and end an endoscopy, um, tomorrow.
[AGENT][NEUTRAL] OK. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm working from my house because I'm sick and the number is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's.
[CUSTOMER][NEUTRAL] 02478312 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing um benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, the patient is uh having an endoscopy tomorrow.
[AGENT][NEUTRAL] OK, I can help you with that. Is that for outpatient?
[CUSTOMER][NEUTRAL] Outpatient Ibula surgical center.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy does coordinate with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has the money available.
[AGENT][NEUTRAL] I can check for you just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] She has only used $60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have your reference number, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nothing else. What's your name again?
[AGENT][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well. Bye-bye.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.