AccountId: 011433970860
ContactId: 3978420d-9c53-4f16-886d-39509236bee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158639 ms
Total Talk Time (AGENT): 76845 ms
Total Talk Time (CUSTOMER): 48202 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/3978420d-9c53-4f16-886d-39509236bee8_20250116T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is, um, [PII], and I'm trying to get um some benefit information, and I'm sorry, you say your name is?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, we have here 02144253 ML 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you. And what type of service is being render for benefits?
[CUSTOMER][NEUTRAL] Um, it's for an outpatient surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. 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.
[AGENT][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is one of our secondary supplemental plans to the major medical. The outpatient maximum is 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so have they used any?
[AGENT][NEUTRAL] Uh, it started all over again this year on the beginning of the year. Um, I can check and see if we received any claims. One moment.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] As of today she has not used her benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome then thank you so much for that information now can I get a reference card number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you then that will be all thank you you have a great day.
[AGENT][NEUTRAL] Is there anything else I may help you today?
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATM. Bye-bye, Miss.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah