AccountId: 011433970860
ContactId: ff3c0854-b816-4447-8b35-4a614eb0c504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195750 ms
Total Talk Time (AGENT): 89180 ms
Total Talk Time (CUSTOMER): 65328 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ff3c0854-b816-4447-8b35-4a614eb0c504_20250327T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon excuse me.
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from the laser and Surgery Center. I'm trying to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, and would this be outpatient facility?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and, uh, [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is 02107014ML8 and my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Uh, that is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, let me give you the current policy number for this patient.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's 254.
[AGENT][NEUTRAL] 5776.
[AGENT][NEUTRAL] The policy effective date is [PII] currently active.
[AGENT][POSITIVE] And let's get the outpatient facility benefits for you.
[AGENT][NEUTRAL] The maximum outpatient benefit is up to $1500.
[AGENT][NEUTRAL] That's per calendar year.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, and currently I do not show any of that benefit used at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Yeah, is there a group number or is it just the member ID?
[AGENT][NEUTRAL] Uh, the policy number, there is an employer group number which should also be on the ID card. It's 15185 Oasis Outsourcing is the name of the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then the claims get billed to um.
[CUSTOMER][NEUTRAL] Uh, PO Box 248,950.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma 731.
[CUSTOMER][NEUTRAL] Home City Oklahoma OK and so you're OK.
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][NEUTRAL] And you're stating that the policy will pay up to $1500 and that's per year and none of that has been met as of today.
[AGENT][NEUTRAL] He calendar year and nothing has been used at this time correct.
[CUSTOMER][NEUTRAL] OK, all right, and I'm sorry you said your name was?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. It's [PII] hoping it still is [PII]
[AGENT][NEUTRAL] On this side I'm on this side still and then first initial last name is [PII].
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][POSITIVE] OK, all right, [PII], thank you so much for your help you have a great rest of your day.
[AGENT][POSITIVE] You, you're, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Alright bye bye.