AccountId: 011433970860
ContactId: 2202f2ec-0418-4f76-a628-978abcb8429a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166729 ms
Total Talk Time (AGENT): 82349 ms
Total Talk Time (CUSTOMER): 44000 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2202f2ec-0418-4f76-a628-978abcb8429a_20250108T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] I'm well. How are you doing today?
[AGENT][POSITIVE] Thank you for asking.
[CUSTOMER][POSITIVE] I'm good. No problem. I'm calling to get benefits and eligibility for a member, please.
[AGENT][NEUTRAL] OK, I can help you with the benefits and the eligibility of a member. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And then, um, what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Of course it is 0243.
[CUSTOMER][NEUTRAL] 1048.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up. I do see that [PII] does have an active policy with us. His effective date is [PII], and this is just to verify benefits, it's not a guarantee of payment. The insured has a supplemental insurance policy that is secondary to the primary. This policy helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $6000 and he has an outpatient per calendar day amount of $500.
[CUSTOMER][NEUTRAL] Like for procedures, right?
[AGENT][NEUTRAL] For deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK, 500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that was solved. Can can I get a reference for the call, please, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a good day OK?
[AGENT][POSITIVE] You too, Mr. [PII], thanks for calling APL. You have a blessed day also.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.