AccountId: 011433970860
ContactId: 34083ef2-1965-4e77-8f8a-da12b434050d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109139 ms
Total Talk Time (AGENT): 70118 ms
Total Talk Time (CUSTOMER): 29218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/34083ef2-1965-4e77-8f8a-da12b434050d_20250318T19:36_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hi, I was calling to get eligibility and benefits, please.
[AGENT][NEUTRAL] I can help with eligibility and benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] Sorry, it's loading. uh 00964740.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], you get, uh, OK, thank you. And uh if I could just have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. Some of this is a secondary gap insurance that went into effect on [PII]. It is active. You mentioned wanting to know about benefits. It has in and out of hospital benefits. Uh, so the outpatient hospital benefits, we will pick up the deductible, co-payment or co-insurance from the major medical, up to $500 per calendar year or for inpatient services, the $1000 per calendar year.
[AGENT][NEUTRAL] Now they also have 4 office visits um per calendar year, uh, that we will pay a maximum of $25 for and all of this is just a verification of benefits, not a guarantee of payment. Is there anything else that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, ma'am, that was it. If I could just get your name and a reference number please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] OK, thanks so much. I appreciate it.
[AGENT][POSITIVE] OK, well thank you for contacting APL have a very good.