AccountId: 011433970860
ContactId: fd75bb47-fed5-4d55-ab19-60d178b1c940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159699 ms
Total Talk Time (AGENT): 38399 ms
Total Talk Time (CUSTOMER): 123476 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/fd75bb47-fed5-4d55-ab19-60d178b1c940_20250626T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Worcester Urology. I have a patient who presented to the local ER and we ended up doing surgery on him. And I just need to know how that's processed or paid for the physician area of it.
[AGENT][NEUTRAL] OK. Do you have the member ID?
[CUSTOMER][NEUTRAL] Yes it is um 02586238.
[AGENT][NEUTRAL] OK, and then I missed your name. Can I get your name and a good call back?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi, what's for your team just calling to get post-op appointment scheduled. Do we have a moment to do that?
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK, so I want to see you back in the week of [PII]. Do you have a preference of Monday, Tuesday, Thursday, or morning?
[AGENT][NEUTRAL] OK. And then what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII] [PII] OK OK yeah a week before your appointment that you wanna get the blood work and then.
[AGENT][NEUTRAL] OK, and then that was for ER physician benefits?
[CUSTOMER][NEUTRAL] Um, mm, uh, specialty surgery.
[AGENT][NEUTRAL] I'm pulling up the policy. This is not a guarantee of payment, basic outline of the policy.
[CUSTOMER][POSITIVE] OK, absolutely, I hang out here with all.
[CUSTOMER][NEUTRAL] To the address that we have on your account for you, OK?
[CUSTOMER][POSITIVE] Of course, you have a good day, sir.
[CUSTOMER][NEUTRAL] Yes, yep, [PII] at [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] Alright, I'll give you a couple of.
[AGENT][NEUTRAL] Um, so for this policy, this is like a limited um hospital indemnity policy. It's not like a major medical. They only have a benefit of 250 per day payable.
[CUSTOMER][NEUTRAL] 6 months from now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] That's a max of one day per calendar year.
[CUSTOMER][POSITIVE] OK, um, and that doesn't matter what they had done like we performed surgery OK alright well that tells me what I need to know then. No, that was all. [PII] absolutely I'll give you a microphone as well. And you too thank you. Are you ready?
[AGENT][POSITIVE] Uh, correct, yeah.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.