AccountId: 011433970860
ContactId: 2a0b9a68-f650-47c8-a608-e0f049fb28b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144619 ms
Total Talk Time (AGENT): 78139 ms
Total Talk Time (CUSTOMER): 50179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/2a0b9a68-f650-47c8-a608-e0f049fb28b1_20250123T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII] last initial [PII]. I'm calling to get benefits for uh patient.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do it is um.
[CUSTOMER][NEUTRAL] 02497496 ML 8 for [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're needing to check that outpatient benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, so it is uh $3000 max per calendar day.
[CUSTOMER][NEUTRAL] Snacks per day that year?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, for the day, every day.
[CUSTOMER][NEUTRAL] All right, well.
[AGENT][POSITIVE] Yeah, this is a big one.
[CUSTOMER][POSITIVE] Woohoo! I wish I had one.
[AGENT][NEUTRAL] No kidding, man, they range too. I see some that are like $200 a day and $1000 a year, and this guy over here, he's got $3000 a day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] All right, um, and may I get a reference number for our call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Nope, that was it. Thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] No, I stayed