AccountId: 011433970860
ContactId: 0c366966-d276-436f-9f1a-3522177257e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127819 ms
Total Talk Time (AGENT): 65767 ms
Total Talk Time (CUSTOMER): 42331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/0c366966-d276-436f-9f1a-3522177257e8_20250523T19:14_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 afternoon. My name is [PII]. I'm calling from a provider's office, and I wanted to verify a patient's benefit for outpatients.
[AGENT][NEUTRAL] OK, I could check those uh outpatient benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]'s spelled [PII].
[AGENT][NEUTRAL] OK, and then, uh, and I can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01611649 ML 7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so 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 $1500 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, OK, so none has been used so far this year.
[CUSTOMER][NEUTRAL] Alrighty and I'm sorry, what was your name? I didn't catch it at the beginning of the call.
[AGENT][NEUTRAL] It's OK. It's [PII] was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, if I could just get a reference number for the call.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.