AccountId: 011433970860
ContactId: 3175efc6-dd95-44f7-ae79-74392892cdb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457809 ms
Total Talk Time (AGENT): 64698 ms
Total Talk Time (CUSTOMER): 65157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3175efc6-dd95-44f7-ae79-74392892cdb5_20250430T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi. Uh, my name is [PII], and I'm just calling to check the eligibility and benefit details for one of my members. So could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with eligibility and benefits, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'll help you with that.
[CUSTOMER][NEUTRAL] So the callback number is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. So, I have the patient policy number as 02583590.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, that is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you, and you say you need eligibility and benefits today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, what type of service is being rendered?
[CUSTOMER][NEUTRAL] Uh, as in, uh, outpatient surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plans to the Medicare medical.
[AGENT][NEUTRAL] And for outpatient maximum is 3500 per covered person per calendar year.
[CUSTOMER][POSITIVE] OK, fine. Uh, thank you so much for providing those information. And how do you spell your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK. Uh, so thank you so much. That's the information actually I was looking. Have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APO mhm bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.