AccountId: 011433970860
ContactId: 1ccf1617-ac9f-4213-acd5-83c0b89c11a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145899 ms
Total Talk Time (AGENT): 54631 ms
Total Talk Time (CUSTOMER): 61150 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/1ccf1617-ac9f-4213-acd5-83c0b89c11a7_20250416T16:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Medical Decision Services.
[CUSTOMER][NEUTRAL] The reason I'm calling you is to check benefits on one of your members.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits and just for my notes, can you spell your first name for me please and provide a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the contact number [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01731961 MLS.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh date of birth is uh one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, I just wanna go if, uh, I wanna ask if this plan covers, uh, primary insurance deductibles.
[AGENT][NEUTRAL] Let me see. Yes, we pay towards the copay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] So insurance covers.
[CUSTOMER][NEUTRAL] You said copay, deductibles, and coinsurance.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] After primary insurance pay the portion, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, ma'am, and can I get a reference number to this call by any chance?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] In today's day, which is [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, Miss [PII], thank you so much for your help, really appreciate it, OK.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too as well thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.