AccountId: 011433970860
ContactId: f0cdec8a-9568-496c-a703-de7229f42875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195960 ms
Total Talk Time (AGENT): 102044 ms
Total Talk Time (CUSTOMER): 43538 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f0cdec8a-9568-496c-a703-de7229f42875_20250530T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Memorial S Bay Surgery Center, and I'm trying to verify eligibility and benefits for one of our patients coming in today.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits, outpatient benefits for members, is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, I have 01669844 M like Mike L like Lima 8.
[AGENT][POSITIVE] OK [PII] thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this is for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And the outpatient benefit maximum per calendar day for covered outpatient services is $500 and there is no outpatient deductible per covered person per calendar day.
[AGENT][NEUTRAL] And because this is a supplemental policy to his primary insurance, when the claim is submitted to us for review, we will also have to receive a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website for that charity is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, that was all. If I could just get a reference number.
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, I appreciate your help.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Uh thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to our survey.
[CUSTOMER][NEUTRAL] Overall, how