AccountId: 011433970860
ContactId: 0e6d2160-5274-4dee-aac1-6eb246fbc4cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123760 ms
Total Talk Time (AGENT): 67268 ms
Total Talk Time (CUSTOMER): 36004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0e6d2160-5274-4dee-aac1-6eb246fbc4cd_20250306T16:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ACL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from. And I want to verify patients benefits and eligibility.
[AGENT][NEUTRAL] Sure, I could take eligibility and benefits. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] spelled [PII]
[AGENT][NEUTRAL] OK, but I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number.
[CUSTOMER][NEUTRAL] 02465501
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this 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, and what we need to check, uh, inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] Inpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The inpatient benefit is $2000 max per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, uh, I just need your name and the call reference number.
[AGENT][NEUTRAL] Sure, reference number would just be my first last initial and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, great and thanks for calling APL. I hope you have a great
[CUSTOMER][NEUTRAL] Bye.