AccountId: 011433970860
ContactId: 1771f378-f30d-4057-af5e-be7d463c2541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171839 ms
Total Talk Time (AGENT): 63786 ms
Total Talk Time (CUSTOMER): 60495 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1771f378-f30d-4057-af5e-be7d463c2541_20250407T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling because I'm needing um to verify uh availability for patients gap insurance.
[AGENT][NEUTRAL] OK, um, what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK and and what is that policy number please?
[CUSTOMER][NEUTRAL] It's going to be one.
[CUSTOMER][NEUTRAL] I'm sorry, 0161844 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you could repeat that for me please, the number I missed her.
[CUSTOMER][NEUTRAL] Sure, it's 01611844 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you very much, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the patient's name is going to be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify eligibility for this member, is that correct?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, thank you. I can help you with that. She shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, can you let us know if she's used any of her gap this year so far?
[AGENT][NEUTRAL] OK, let me check that for you. Yes, I can check that for you. One moment.
[AGENT][NEUTRAL] Yes, currently she has used $490.65 so that again that's $490.65 has been used for this year.
[CUSTOMER][NEUTRAL] OK, and her amount is 1500 you said?
[AGENT][NEUTRAL] Oh, I didn't say that, but I can get you what the benefits are. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, please note verification of benefits provided. That's not guarantee payment. She does have a $1500 calendar year max, and of that she has used $490.65.
[CUSTOMER][NEUTRAL] OK perfect and this is a calendar year January through December?
[AGENT][NEUTRAL] This is a calendar year policy.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, I'll go ahead and um let her know then. Thank you. You have a great day.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.