AccountId: 011433970860
ContactId: 06a11514-c0ad-4c87-aa21-b7b7a3d27302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193830 ms
Total Talk Time (AGENT): 98368 ms
Total Talk Time (CUSTOMER): 69894 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/06a11514-c0ad-4c87-aa21-b7b7a3d27302_20250212T15:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling regarding my benefits.
[AGENT][NEUTRAL] OK, we just needing to check your benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Um, if you don't have the policy number, I can, uh, start choosing your social.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEGATIVE] I don't even see no policy number on here.
[AGENT][NEUTRAL] Are you looking at your card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There might be something at the bottom uh that says in or in hospital or outpatient uh certification number. Do you see that?
[CUSTOMER][NEUTRAL] Oh, that's your policy number?
[AGENT][POSITIVE] Yes, um, that's OK. I do believe I found you though. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, so I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that, [PII]. OK, and did you have any uh specific questions uh regarding benefits or would you like me to send you a copy of your policy?
[CUSTOMER][NEUTRAL] Oh, you can, uh, no, I was just calling regarding because yesterday I had a procedure on the outpatient um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Facilities and they told me the only thing that y'all paying towards my my um co-payment was $500. I'm trying to see. I thought it was how much do you get for like for a year?
[AGENT][NEUTRAL] Let me see, give me just a moment I will check your outpatient benefit. OK, so for this policy, Mark, the outpatient benefit doesn't have a yearly maximum, it has a daily maximum, so it pays per calendar day essentially so your outpatient benefit is $500 max per calendar day.
[CUSTOMER][NEUTRAL] Oh, OK, I was just wondering because I, like I said, I haven't used this thing since COVID, so I was just wondering, but can you still send me 11 of the policy out, um, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Absolutely. Did you want me to just email that to you?
[CUSTOMER][NEUTRAL] Oh, you can.
[AGENT][POSITIVE] OK, alright, and it is very easy to read, not just a bunch of jargon, I promise, um, but it does go through what is and isn't covered dollar amounts, frequencies, things like that. So I will go ahead and get that sent to you now. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.