AccountId: 011433970860
ContactId: 2e5c8155-a242-494c-a4c5-339d87a5e826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184550 ms
Total Talk Time (AGENT): 80878 ms
Total Talk Time (CUSTOMER): 61119 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2e5c8155-a242-494c-a4c5-339d87a5e826_20250408T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling in regards to a mutual patient just to confirm that their plan is active. What information do you need from me?
[AGENT][NEUTRAL] Yeah, I can see if that policy is still active. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], it's spelled [PII]
[AGENT][POSITIVE] Thank you. uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02519622
[AGENT][NEUTRAL] All right. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. 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.
[CUSTOMER][NEUTRAL] OK, and is there a termination date?
[AGENT][NEUTRAL] No, it is currently active.
[CUSTOMER][NEUTRAL] OK, and one moment for medical outpatient, um, the last we checked he used, uh, $3,824.40. Um, how much has he used as of today's date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No problem. Give me just a moment.
[AGENT][NEUTRAL] Of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient maximum is 5000 per calendar year. Let me see how much he has used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh goodness, hang on just a moment. I gotta do some math.
[AGENT][NEUTRAL] OK, so far this year, [PII] has used $4,248.62.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, $4,248.62 correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, may I have a reference number for this call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Uh, was there anything else I can help you with yourself?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that was all thank you for your time have a good one.
[AGENT][POSITIVE] All right. Yeah, thanks for calling. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.