AccountId: 011433970860
ContactId: 15e406e0-2b2c-485d-b5e4-0d1bf9b96621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119230 ms
Total Talk Time (AGENT): 69979 ms
Total Talk Time (CUSTOMER): 27910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/15e406e0-2b2c-485d-b5e4-0d1bf9b96621_20250522T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check patients eligibility benefits on the gap policy.
[AGENT][NEUTRAL] OK, I can check eligibility and benefits for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh, you see, you have that policy number.
[CUSTOMER][NEUTRAL] 024672773
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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 we we needing to look at inpatient or outpatient benefits for this number?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $3500 per calendar year, and if you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, so none of that benefit has been used so far this year.
[CUSTOMER][NEUTRAL] OK. Is there a reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII], and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.