AccountId: 011433970860
ContactId: 19710331-4493-4b98-a313-4eb359c12a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145169 ms
Total Talk Time (AGENT): 70343 ms
Total Talk Time (CUSTOMER): 56096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/19710331-4493-4b98-a313-4eb359c12a42_20250505T14:33_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 looking to verify eligibility and benefits for members gap policy.
[AGENT][NEUTRAL] OK, I can check eligibility benefits for you, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course callback number is [PII].
[AGENT][NEUTRAL] Thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have here.
[CUSTOMER][NEUTRAL] Actually allow me one moment.
[CUSTOMER][NEUTRAL] follow
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sorry for the wait. I'm just realizing that I have the primary, yes, so uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] One I have here is 01480416 ML 8.
[AGENT][NEUTRAL] Got it and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Yes, I have [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that question. Uh, so this policy is active. Effective date was [PII], and of course as this is a secondary medical policy, it is designed to help with uh co-pay, deductible and co-insurance after major medical pays, and are we needing to check inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For outpatient please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is on a per calendar day basis. It pays $500 max per calendar day.
[CUSTOMER][NEUTRAL] That calendar date and is there any annual limit on that benefit?
[AGENT][NEUTRAL] No, there is no yearly maximum uh for the outpatient benefit, just the daily maximum.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect then should be wrapping up now. May I just have a reference number for this call?
[AGENT][NEUTRAL] Sure, that 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, [PII]?
[CUSTOMER][POSITIVE] No, that's been all OK. I appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] I, of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] All right bye bye now.