AccountId: 011433970860
ContactId: 1451c793-c83c-4e60-8374-d4e6480b496f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173479 ms
Total Talk Time (AGENT): 95320 ms
Total Talk Time (CUSTOMER): 54789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1451c793-c83c-4e60-8374-d4e6480b496f_20250115T15:42_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 morning. My name is [PII]. Last name initial [PII]. I'm sorry, could you repeat your name for me, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Um, I'm just calling to get benefit information for a specific patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I can look at benefits for you [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02419335 ML 8.
[AGENT][NEUTRAL] OK, thank you, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if there's an active one might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, they do have one that is currently active uh let me know when you're ready for this policy number.
[CUSTOMER][NEUTRAL] OK, ready.
[AGENT][NEUTRAL] OK, it is 0255.
[AGENT][NEUTRAL] 643 9.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And this one's the effective date just picked up where that one left off, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so, uh, of course this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh we we needing was it outpatient benefits we're needing to look at?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $8700 max per calendar year.
[AGENT][NEUTRAL] I know that you're just started, but I will double check real quick to see if any of that has been used. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, none of that has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. So 8700 still remaining.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. OK, that's all the information I needed. Thank you so much. Can I have a reference number for the call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure reference number would just be my first name, last initial, and today's date and so my last initial is [PII] and was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that was all. Thank you so much for your help. Have a good one.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.