AccountId: 011433970860
ContactId: f6a71d62-df51-486a-a812-b33a262d256f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110260 ms
Total Talk Time (AGENT): 56370 ms
Total Talk Time (CUSTOMER): 40207 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f6a71d62-df51-486a-a812-b33a262d256f_20250506T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII]. I'm calling from the surgery center at Midlands Orthopedics, and I would like to check benefits on one of your members please.
[AGENT][POSITIVE] I'm sure, [PII] I could assist you with um benefits. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line here is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02569253.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. His birthday is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This is for an freestanding ambulatory surgery center.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, very good well I will make a note of that on his account and thank you very much honey I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all I have right now.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well honey bye bye.
[AGENT][POSITIVE] Thank you.