AccountId: 011433970860
ContactId: 34d20fbc-1f35-4791-a6cc-e6d929e7fa5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185309 ms
Total Talk Time (AGENT): 88971 ms
Total Talk Time (CUSTOMER): 130649 ms
Interruptions: 9
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/34d20fbc-1f35-4791-a6cc-e6d929e7fa5a_20250121T16:11_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You can be talking to us right.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify outpatient benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with outpatient benefits Miss [PII]. Can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Getting an NTI is free, not getting.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The station's name is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Please continue
[CUSTOMER][NEUTRAL] Policy number, give me just.
[CUSTOMER][NEUTRAL] His policy number is 02419336ML8.
[AGENT][NEUTRAL] OK. I'm gonna put you on, um, it's gonna be just a moment while I look up this policy for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do see that the policy lapsed, is no longer active as of [PII], but I'm going to check to see if there's another policy that's active. They do have another policy. The policy is active. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Blue Cross Blue.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] It's 255-6440.
[CUSTOMER][NEUTRAL] Is it ML 8 as well?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] Yes, and it's effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to give um verification of coverage it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] We're sorry for the delay.
[AGENT][NEUTRAL] The outpatient benefit per calendar year is $8700.
[CUSTOMER][NEUTRAL] Voice
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, so 8700 has any been used?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Please continue to hold.
[CUSTOMER][NEUTRAL] Or just you could tell me what the remaining is.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome is there a reference number to this call?
[AGENT][NEUTRAL] OK, nothing has been used, so the full balance is remaining.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and it's [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] We also have
[CUSTOMER][NEUTRAL] 40 and then the first letter of your last name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, alrighty then thank you so much to have a good day.
[AGENT][POSITIVE] You're, you're so welcome, Ms. [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] Blue Blue Cross Blue Shield.
[AGENT][NEUTRAL] Bye bye.