AccountId: 011433970860
ContactId: f80a2c59-0f9b-4bbc-a2a4-7886f238a5ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148869 ms
Total Talk Time (AGENT): 66457 ms
Total Talk Time (CUSTOMER): 65310 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f80a2c59-0f9b-4bbc-a2a4-7886f238a5ea_20250102T19:09_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, Ms. [PII]. This is [PII] calling from Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits and just for my notes, can you spell your first name for me please and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII]. So it's going to be [PII], and initial [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02336092.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And you said you needed outpatient benefits, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for outpatient, um, the policy will pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Beautiful. And uh does any type of authorization is needed?
[AGENT][NEUTRAL] Um, no, ma'am, we don't require any prior author pre-cert on our policies because we're not the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. The last thing I may need is gonna be um a reference number for today.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, and you say how much do they pay per day? 250 or 200?
[AGENT][NEUTRAL] 250. Uh, you're fine.
[CUSTOMER][POSITIVE] I'm sorry. 250, right? Oh, OK, perfect. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, that will be everything for today.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] Same to you, miss. I appreciate it bye.
[AGENT][POSITIVE] You're welcome. Bye bye.