AccountId: 011433970860
ContactId: 05f9491e-7ee1-4797-9c82-80141998955d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120519 ms
Total Talk Time (AGENT): 66558 ms
Total Talk Time (CUSTOMER): 46976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/05f9491e-7ee1-4797-9c82-80141998955d_20250124T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Bad this Outpatient. I'm calling in reference to a new patient. I'm trying to obtain benefit outpatient.
[AGENT][POSITIVE] Yeah, I could take those outpatient benefits for you, [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, policy number is going to be 02501823 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Alright, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $2500 max per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you'll give me one moment I'll just check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, none has been used so far this year.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] And the last thing I need is gonna be if you spell your name, initials of your last name and the reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so name is spelled [PII] Last initial is [PII] Was there anything else I could help you with GD?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] No, that will be everything for today. I truly appreciate your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Same to you. Mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.