AccountId: 011433970860
ContactId: f6250589-1753-49ad-9f8e-af0cfc9a36c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192720 ms
Total Talk Time (AGENT): 93400 ms
Total Talk Time (CUSTOMER): 53677 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f6250589-1753-49ad-9f8e-af0cfc9a36c0_20250414T19:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits and.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility please for one of our patients.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to help you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][NEUTRAL] Thank you. May I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 305-667-458015.
[CUSTOMER][NEUTRAL] And the patient.
[CUSTOMER][NEUTRAL] Member ID number is gonna be 01611719 M as in Mike L as in 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, of course, it's gonna be for [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] An office visit, an outpatient surgery, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the benefits to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You said the office visit and outpatient surgery, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1500 per person per calendar year. There's no deductible.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Um, for surgery in a hospital outpatient facility, a free-standing outpatient surgery center, um, that's that's under the 1500. Now, in terms of the office visit, the policy itself doesn't have any coverage for the office setting. However, they do have the office treatment writer, so any treatment in the office could be covered up to the $1500 as long as it's not cosmetic.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And a reference number please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day, OK?
[AGENT][POSITIVE] You're welcome. OK. You also, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that would have been all thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.