AccountId: 011433970860
ContactId: 25a6b0cd-144c-4b8b-b7d2-79dce2c3a95d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146059 ms
Total Talk Time (AGENT): 92750 ms
Total Talk Time (CUSTOMER): 47123 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/25a6b0cd-144c-4b8b-b7d2-79dce2c3a95d_20250102T16:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. My name is [PII] and excuse me, I am calling to verify some benefits for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Yes ma'am, that's 01640969.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to assist you with eligibility.
[AGENT][NEUTRAL] Let me just get that pulled up real quick.
[AGENT][NEUTRAL] All right, I am showing that Pha's policy is active. Effective date is [PII], and this is a secondary policy to her major medical coverage. And you said you were needing benefits as well, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what type of coverage are you needing?
[CUSTOMER][NEUTRAL] Um, she is having an MRI, um, so we're just trying to see how that would cover as the secondary, what it would actually cover.
[AGENT][NEUTRAL] Yes, ma'am. Would that be in an outpatient facility or an doctor's office?
[CUSTOMER][NEUTRAL] Office
[AGENT][NEUTRAL] OK, well, she does in fact have the office treatment writer which does cover procedures or treatments in office. That benefit amount is $1500 per calendar day, and that is what we can pay toward her deductible, co-pay or coinsurance of her major medical. Now that is a verification of coverage and not a guarantee of payment. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and no ma'am, just as a secondary, it doesn't require any type of authorization or anything.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK perfect um no that was gonna be it if I could just get a reference number.
[AGENT][POSITIVE] The reference number is my name and today's date and I spell my name [PII]. And yes, it was a pleasure to assist you with those benefits today. I hope you have a wonderful day and a very happy [PII].
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] And thank you for calling APL. Take care bye bye.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you bye bye.