AccountId: 011433970860
ContactId: 3875d12e-1e8b-4059-a1dd-38349eae3334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146350 ms
Total Talk Time (AGENT): 61131 ms
Total Talk Time (CUSTOMER): 59751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/3875d12e-1e8b-4059-a1dd-38349eae3334_20250414T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling to verify benefits in one of your members please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can assist you. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There is 02556451 ML 7.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, thanks for that information, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're just checking eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII]. Uh, the policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How much is the, the coverage for like urgent care if he has any co-pay?
[AGENT][NEUTRAL] OK, so we're looking for outpatient benefits now as well?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you said it's for urgent care?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $8700 and that is a per calendar year benefit and any information provided is verification. It does not guarantee payment of a claim, um, don't show any of that benefit used at this time. Any other questions?
[CUSTOMER][NEGATIVE] None of the benefits, uh, uh, so is available the 8700.
[AGENT][NEUTRAL] You know they do not have any claims on file at this time, so that amount is available.
[CUSTOMER][NEUTRAL] Oh, OK, OK, perfect. All right, and um the reference number will be your name in today's state?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry?
[AGENT][NEUTRAL] [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL Consuela. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.