AccountId: 011433970860
ContactId: 268ce736-a2a4-4f16-8153-c06a4f8ffa85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112959 ms
Total Talk Time (AGENT): 51188 ms
Total Talk Time (CUSTOMER): 52671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/268ce736-a2a4-4f16-8153-c06a4f8ffa85_20250214T18:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying, um, hopefully I picked the right prompt. I think this is the Medicare supplement plan and I just wanted to confirm the plan's active and get any benefits.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And just, if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02460378 M like Mary L like Lisa 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Now will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's just an outpatient service.
[AGENT][NEUTRAL] OK, I do show the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Is there benefits if it's like a radiology like a CAT scan?
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Yeah, that's considered outpatient.
[CUSTOMER][NEUTRAL] OK, I just want to make sure and what's the claims mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, [PII], what's the first initial of your last name please?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, do you have a call reference number by chance?
[AGENT][NEUTRAL] Just my name in today's date and time.
[CUSTOMER][POSITIVE] All right perfect thank you so much have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.