AccountId: 011433970860
ContactId: 0f1bcc75-e410-412c-9886-32be167e1408
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145940 ms
Total Talk Time (AGENT): 63460 ms
Total Talk Time (CUSTOMER): 59519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0f1bcc75-e410-412c-9886-32be167e1408_20250512T18:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check if a patient is active and what her maximum is.
[AGENT][NEUTRAL] I'm sure although I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy is 246-480-8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and please verify her date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And she does have a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK, can I have it?
[AGENT][NEUTRAL] Um, yes, the new number is.
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] 821
[CUSTOMER][POSITIVE] 8215 thank you so much. I'll make an update right now.
[AGENT][NEUTRAL] Sure, no problem. And I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Do that
[CUSTOMER][NEUTRAL] Active, OK.
[CUSTOMER][NEUTRAL] Mm, then what's her maximum amount?
[AGENT][NEUTRAL] OK, is this for inpatient or outpatient services?
[CUSTOMER][NEUTRAL] Out outpatient.
[AGENT][NEUTRAL] OK, for outpatient.
[CUSTOMER][NEUTRAL] It's an outpatient facility.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 2500 per calendar year and I'm showing that she has that full amount available. She hasn't used any this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I haven't used it. Oh, that's awesome, [PII]. And then the reference number would be your name and today's date. Would that be correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that's correct. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK. That's it.
[CUSTOMER][POSITIVE] No, you were wonderful. Thank you so much, [PII]. You have a wonderful day today.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome bye bye.