AccountId: 011433970860
ContactId: 2ce51648-3359-40f8-b638-c0fb9dd5ea8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135539 ms
Total Talk Time (AGENT): 64631 ms
Total Talk Time (CUSTOMER): 38537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2ce51648-3359-40f8-b638-c0fb9dd5ea8c_20250602T14:01_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good morning. [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from [PII]. I needed to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have 02.
[CUSTOMER][NEUTRAL] 565-549
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verifying the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The patient is [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, what's this coverage for um outpatient diagnostics?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and they have an outpatient benefit max of up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] OK, those ones are still available?
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, see it show he has you um give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the patient has a benefit of remaining of $5,361.03.
[CUSTOMER][NEUTRAL] OK, you reference numbers for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], thank you for.