AccountId: 011433970860
ContactId: 21238855-11b5-43b1-bf24-f5e902da3a83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120470 ms
Total Talk Time (AGENT): 64632 ms
Total Talk Time (CUSTOMER): 44441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/21238855-11b5-43b1-bf24-f5e902da3a83_20250122T17:31_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]. First addition to my last name is [PII], and I'm calling to see if I can get the outpatient, uh, max benefits for this patient.
[AGENT][NEUTRAL] Yeah, I could check those outpatient benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 142.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3555, M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that name. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guaranteed payment for claims. Their total outpatient benefit is $1000 max per calendar year. I know that you just started, but I will go ahead and see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and can I get the spelling of your first name, first initial of your last name, and the reference number?
[AGENT][NEUTRAL] Yes, reference number would just be my first name, last initial, and today's date. So my name is spelled [PII], and was there anything else I could help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No that was all thank you so much and have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.