AccountId: 011433970860
ContactId: 271dc5c4-ad5e-4bb3-8852-10a3145648ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160610 ms
Total Talk Time (AGENT): 75812 ms
Total Talk Time (CUSTOMER): 77130 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/271dc5c4-ad5e-4bb3-8852-10a3145648ca_20250529T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning um for benefits and eligibility.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] And your name and the member's policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 02465388ML and the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Well, no one is here. I just wanna get all this stuff on stage right.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so this is the secondary insurance. um, what does it cover? What does it pick up?
[AGENT][NEUTRAL] So we pay towards the copay, deductible and co-insurance of covered charges after primary. Are you all considered outpatient?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No need to be.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So for um each calendar year, the policy will pay up to $5000 for outpatient expenses. Did you want me to see if any of that has been used?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Because you're always trying to give people work.
[CUSTOMER][NEUTRAL] Especially me
[AGENT][NEUTRAL] She's used $920. She has $4080 left for the year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $40,080.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, uh, wait, how much is to use 900 and what? I'm sorry?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] She's used $920.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get your name and a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. And again, that's [PII].
[CUSTOMER][NEUTRAL] So, yeah, I just told you.
[CUSTOMER][NEUTRAL] I know, but I'm just saying that that was like 3 hours ago but she said.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Mommy. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.