AccountId: 011433970860
ContactId: 142f7f07-dd0f-438f-b2dd-929a3e2fc2d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159550 ms
Total Talk Time (AGENT): 78639 ms
Total Talk Time (CUSTOMER): 49307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/142f7f07-dd0f-438f-b2dd-929a3e2fc2d6_20250424T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling with Bad this outpatient. I'm calling in reference to a mute outpatient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] Sure, I can check out patient benefits for you. Uh, JD, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 250-1816. M as in Mike, L as in Larry, number 8.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [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 $2500 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so quite a bit has been used. Give me just a moment, let me see exactly how much.
[CUSTOMER][POSITIVE] No problem. Mhm.
[AGENT][NEUTRAL] OK, so so far this year, um, they have used $1,489.20.
[CUSTOMER][POSITIVE] Beautiful. So they have a remaining amount of 1010 with 80 cents.
[CUSTOMER][NEUTRAL] Perfect. So, the last thing I might need is gonna be the initial to your last name and the reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, G?
[CUSTOMER][POSITIVE] That will be everything for today. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.