AccountId: 011433970860
ContactId: 054fa445-2c9e-4838-a3d9-9bad36f51e51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245649 ms
Total Talk Time (AGENT): 73980 ms
Total Talk Time (CUSTOMER): 78235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/054fa445-2c9e-4838-a3d9-9bad36f51e51_20250324T17:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? I just wanted to check up on my benefits.
[AGENT][POSITIVE] I'd be happy to assist with your benefits. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, my, well, my group number is 21152.
[AGENT][NEUTRAL] I'll need your policy number or your social.
[CUSTOMER][NEUTRAL] Oh, OK, let me give you my social. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you the primary on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That didn't come up. Can I have your name?
[CUSTOMER][NEUTRAL] Well, well, we have, it's, uh, it's through my job.
[CUSTOMER][NEUTRAL] Does that make a difference? Like, it's a group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you should have your own.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Right. Uh, it's not, it's not on the card that I have.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII], you want me to give my social again?
[AGENT][NEUTRAL] Yeah, we can try that again. It didn't come up, but um what is it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is active with an effective date of [PII]. And what questions did you have in regards to the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is my limit on my gap benefit?
[AGENT][NEUTRAL] For inpatient or outpatient?
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Um, I guess it's an outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure. It says active, but I don't see any coverage past the first.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let me make sure I'm on the right.
[AGENT][NEUTRAL] Oh, I see it. Yeah. Yeah, the policy is active.
[AGENT][NEUTRAL] So I'm showing the outpatient calendar year maximum is $1000.
[CUSTOMER][NEUTRAL] OK. So that, uh, that should, that would cover like for a breast biopsy, right? If they
[AGENT][NEUTRAL] Yes. Um, now, where is it taking place in like a, a hospital setting or a surgical
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The diagnostic center.
[AGENT][NEUTRAL] OK, yeah, yeah, that would be covered under the outpatient.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Just wanted to make sure, so I just give the information to the outpatient center to the diagnostic center and then they'll just bill you guys and stuff.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right, sounds good. Perfect.
[AGENT][NEUTRAL] Anything else I can assist with today?
[CUSTOMER][POSITIVE] Thank you so much. No, I think that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Appreciate it. Bye bye.
[AGENT][NEUTRAL] And