AccountId: 011433970860
ContactId: 37e19610-1afc-45f6-b4f0-55746012a404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201050 ms
Total Talk Time (AGENT): 100190 ms
Total Talk Time (CUSTOMER): 61384 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/37e19610-1afc-45f6-b4f0-55746012a404_20250522T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. How may I help you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Unique Imaging, a partners and imaging company. I was calling to verify eligibility and benefits on a member, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with both benefits and eligibility. Um, can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And his policy number is 02611395.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of his policy is [PII], and this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $6500.
[AGENT][NEUTRAL] Uh, for inpatient and then he also has an in an outpatient benefit maximum per covered person of $6500 per calendar year to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You told me you have $6000 for outpatient?
[AGENT][NEUTRAL] 6500.
[CUSTOMER][NEUTRAL] 6500. And can you please let me know if he has met any of it or if there's still remaining?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I can look that up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] He's not used anything for the year of [PII].
[AGENT][NEUTRAL] On either inpatient or outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a call reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] [PII] and today's date. Perfect. Thank you so much, [PII]. I appreciate your help with this, OK?
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, ma'am. Just have a wonderful evening.
[AGENT][POSITIVE] You too and have a good Memorial Day weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.