AccountId: 011433970860
ContactId: 1dfa00c0-1599-4312-9532-221e76e1cc34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202630 ms
Total Talk Time (AGENT): 64403 ms
Total Talk Time (CUSTOMER): 90443 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1dfa00c0-1599-4312-9532-221e76e1cc34_20250610T14:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], initial last name for [PII]. Can I have your name again, please?
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Thank you. I'm calling from Viking Enterprises. I need uh to know general accumulation for in and out of network for a member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're needing benefits, correct?
[CUSTOMER][NEUTRAL] On the general accommodation, yes, and eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is 261-735-1.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Direct mail extension.
[AGENT][NEUTRAL] OK. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And you say you want an accumulation of benefits?
[CUSTOMER][NEUTRAL] Yes, it is a PPO.
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] It is a PPO, the type of plan.
[AGENT][NEUTRAL] Uh, the plan type is a a medical or a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Hospital
[CUSTOMER][NEUTRAL] And then plan.
[CUSTOMER][NEUTRAL] So it's not a PPO HMO, EPO POS or Open Access Plus?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Can I know the funding arrangement? Uh.
[AGENT][NEUTRAL] So it's just open policy.
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] OK. It is self-funded or fully funded?
[AGENT][NEUTRAL] Yes, self.
[CUSTOMER][POSITIVE] Thank you. It is a calendar year also.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. I need general accumulation for in and out of network deductible and out of pocket, please.
[AGENT][NEUTRAL] We have a network.
[CUSTOMER][NEUTRAL] In network only?
[AGENT][NEUTRAL] We don't have a network, so we don't have it in or out of network since we don't have a network.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, uh, uh, there's no accumulation?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, OK. Can I, uh, know the, uh, call reference number, please?
[AGENT][NEUTRAL] You may use my name in today's date and it's [PII], last [PII].
[CUSTOMER][NEUTRAL] So, it is the date of today.
[AGENT][NEUTRAL] For reference, you may use my name and today's date.
[CUSTOMER][POSITIVE] Ah, OK. OK. OK. I'm sorry. OK, thank you and have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.