AccountId: 011433970860
ContactId: 0b1f1042-f72f-40dd-80af-5cb0ccd3d180
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161660 ms
Total Talk Time (AGENT): 76419 ms
Total Talk Time (CUSTOMER): 35321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0b1f1042-f72f-40dd-80af-5cb0ccd3d180_20250508T17:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi So, my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number we have on file is.
[CUSTOMER][NEUTRAL] 01852275
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name of the facility you're calling from from my notation.
[CUSTOMER][NEUTRAL] Diagnostic Center in [PII].
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. OK. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] And we have an outpatient maximum of 2500 per covered person per calendar year, and there is a combined family maximum of let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5000 per covered person per calendar year.
[AGENT][NEUTRAL] For per family, I'm sorry.
[CUSTOMER][NEUTRAL] And how much of that 2500 has been met for this year, so?
[AGENT][NEUTRAL] Um, let me check and see.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] I mean, OK, as of today, she only used $50.
[CUSTOMER][POSITIVE] Okey dokey, that sounds good. That was all I needed thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye bye.