AccountId: 011433970860
ContactId: 0af5291f-bc9d-46bf-b7d8-fea2d7e4e5b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151979 ms
Total Talk Time (AGENT): 78193 ms
Total Talk Time (CUSTOMER): 52171 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0af5291f-bc9d-46bf-b7d8-fea2d7e4e5b5_20250124T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I'm calling for um eligibility and outpatient benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits. May I ask your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, I have 2361857.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Um, yes, it is [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], actually that policy turned on 7124. He does have active coverage under another policy number. Can I give you the active policy information?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, as of [PII], his active policy number is 250.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 325 3.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you.
[AGENT][POSITIVE] My pleasure. And of course, this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] He does have outpatient coverage up to $1500 per calendar year and that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And perfect. And has he used any of that 1500 so far?
[AGENT][NEUTRAL] As of right now, he has not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Can I get a reference number for this phone call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And it has been such a pleasure to assist you with that benefit. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] take
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL Diana. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Same to you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.