AccountId: 011433970860
ContactId: 1b0255b7-427c-427b-8993-c1b8954ef2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130758 ms
Total Talk Time (AGENT): 65708 ms
Total Talk Time (CUSTOMER): 30977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/1b0255b7-427c-427b-8993-c1b8954ef2d3_20250402T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to see the benefits for a patient's secondary plan.
[AGENT][POSITIVE] Sure, I can check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initials [PII]
[AGENT][POSITIVE] And then 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 do you have that policy number?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, policy number is 02556439.
[AGENT][NEUTRAL] OK, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that account. Uh, so this policy is active. Effective date was [PII], and then, uh, we really need to look at inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] 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 per calendar year and if you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this year.
[AGENT][NEUTRAL] [PII] has used $4,216.72 of that benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, I believe that was all. Is there a reference number for the call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is A.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.