AccountId: 011433970860
ContactId: 0d1f6a2e-cdcb-4a46-9820-a7c0da9f7ef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124379 ms
Total Talk Time (AGENT): 57696 ms
Total Talk Time (CUSTOMER): 42799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0d1f6a2e-cdcb-4a46-9820-a7c0da9f7ef0_20250115T22:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah hi [PII], my name is [PII], calling to get benefits on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] policy number is 1221549M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And um what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] You said October effective date was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I just need to know what their yearly out of pocket uh benefits are maxes for the year?
[AGENT][NEUTRAL] OK, for outpatient or inpatient or both?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the calendar year max is $4000.
[CUSTOMER][NEUTRAL] And have they accumulated anything towards that?
[AGENT][NEUTRAL] For 2025?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] Um, no, for this year, no one has used their benefits yet.
[CUSTOMER][NEUTRAL] Alright, reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright, well thank you very much [PII], and you have a wonderful day.
[AGENT][POSITIVE] You also sorry thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.