AccountId: 011433970860
ContactId: fcfcb285-3bc9-4eba-9ae8-a45b3f1211a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223240 ms
Total Talk Time (AGENT): 85742 ms
Total Talk Time (CUSTOMER): 90128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fcfcb285-3bc9-4eba-9ae8-a45b3f1211a1_20250410T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Cypress Creek Outpatient Surgical Center. I'm calling to see, um, just get benefits on a patient who's having a procedure done and you guys are listed as secondary.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, phone number for me is [PII], and the policy number that I have is 01842158.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility dates and then outpatient facility benefits.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, so I'm I have that information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] This policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $500 that's per calendar day.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment. [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, I mean the only.
[CUSTOMER][NEUTRAL] OK, you said it's up to $500.
[AGENT][NEUTRAL] Her calendar day.
[CUSTOMER][NEUTRAL] For outpatient services or per per day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Per calendar, per calendar day correct it's not calendar year, it's per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Per day, perfect, perfect.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Yes, to male claims, what would be the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address that we will send claims off to.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a group number or group name associated with this plan?
[AGENT][NEUTRAL] Uh-huh, there is, one moment.
[AGENT][NEUTRAL] I believe this information is on the ID card too, let me see.
[CUSTOMER][NEUTRAL] Yeah, I don't have the ID card.
[AGENT][NEUTRAL] OK, so I'm showing the group number is 17319. The group name is South Florida Pediatric surgeons.
[CUSTOMER][NEUTRAL] 17319
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, perfect. And that's pretty much it here on my end. [PII], can I get a um reference number for this call, please, and the initial of your last name if possible.
[AGENT][NEUTRAL] Mhm you'll use my name and today's date as your reference, [PII].
[AGENT][NEUTRAL] First initial and last name is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Alrighty, perfect, perfect. Well, thank you so much.
[AGENT][POSITIVE] You're welcome [PII] if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You as well thank you.
[CUSTOMER][NEUTRAL] Are you