AccountId: 011433970860
ContactId: 00b72132-3852-4eae-8b38-0c1b991a2efa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156110 ms
Total Talk Time (AGENT): 69859 ms
Total Talk Time (CUSTOMER): 69867 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/00b72132-3852-4eae-8b38-0c1b991a2efa_20250129T18:46_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] Yes, I am calling to check on a member's uh benefit, please.
[AGENT][POSITIVE] OK, and I can definitely help you with the benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], um, and my contact number is [PII].
[AGENT][NEUTRAL] Thank you for that and may, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's.
[CUSTOMER][NEUTRAL] 11458848, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII]. And what type of benefits um did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this is an outpatient and diagnostic test.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $2000 per calendar year, which does include um diagnostic testing and outpatient um hospital facility or MRI facility. And then they she also
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Uh, it, it does include an, uh, it does include hospital facility.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, outpatient hospital facilities, yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, it is included. Good. That's what, what we are half of facility. So, OK, thank you. And is it still available or $2000 is it still available full amount?
[AGENT][NEUTRAL] Uh, let me see if she's used any. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's, uh, nothing has been used for this year, so she still has that full amount.
[CUSTOMER][NEUTRAL] Mhm, OK, very good. Alright, um, and I, is there a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Very good. Thank you so much.
[AGENT][NEUTRAL] You're welcome, May. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that is all for today. Thank you. Mhm. OK, bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.