AccountId: 011433970860
ContactId: 153a9ebd-8be3-4b08-b45e-fb5b4aa803fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158520 ms
Total Talk Time (AGENT): 58995 ms
Total Talk Time (CUSTOMER): 80093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/153a9ebd-8be3-4b08-b45e-fb5b4aa803fe_20250107T14:57_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I just wanted to double check on my available benefits. Um, I do have a policy number.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll be happy to assist with your benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII] last name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call, OK, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is that policy number?
[CUSTOMER][NEUTRAL] 184.
[CUSTOMER][NEUTRAL] 5808.
[AGENT][NEUTRAL] OK, and if you can please verify your date of birth and email address for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] OK, now the benefit year started over so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm showing for your.
[AGENT][NEUTRAL] Inpatient is 2000 and outpatient is 1000.
[CUSTOMER][NEUTRAL] So available for this year.
[AGENT][NEUTRAL] Right. The benefit year started over on the [PII].
[CUSTOMER][NEUTRAL] So if I have to get another MRI that's.
[CUSTOMER][NEUTRAL] At an outpatient facility, it's, I mean, it's an MRI facility like I did back in October I think they paid it in October.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They should be able to get that OK and then you said for can you repeat the benefits again for me?
[AGENT][NEUTRAL] For your inpatient is excuse me, 2000 per calendar year and outpatient is 1000 per calendar year.
[CUSTOMER][NEUTRAL] Outpatient is like when I get my MRI or anything like that, correct?
[AGENT][NEUTRAL] Yes, anything in in the hospital?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hospital, ER urgent care, um, outpatient surgical center.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then for so for hospital, so yeah, so it's 1000.
[CUSTOMER][NEUTRAL] OK, OK, that's what I wanted to know.
[AGENT][NEUTRAL] OK, well, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] Uh, no, for the, but the inpatient of $2000 is when you're actually like, uh, not having surgery and leaving the same day you're actually admitted. OK. All right, that, that helps a lot. Thank you so much.
[AGENT][NEUTRAL] Admitted
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.