AccountId: 011433970860
ContactId: 3ae2128e-4b82-49ea-8101-dab9bb355bf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226679 ms
Total Talk Time (AGENT): 90613 ms
Total Talk Time (CUSTOMER): 140006 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3ae2128e-4b82-49ea-8101-dab9bb355bf7_20250619T19:26_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling ATL. This is An[PII].
[CUSTOMER][NEUTRAL] Did you like.
[CUSTOMER][NEUTRAL] Hello? Hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes I can hear you.
[CUSTOMER][NEUTRAL] Yes, OK, I'm sorry, I can't hear your name. Can you please repeat it for me? An[PII]thank you, An[PII]Good afternoon. My name is Li[PII]I'm calling for Texas Digestive specialist, and I want to know benefits and accumulation for a member, please.
[AGENT][NEUTRAL] Yes, my name is An[PII].
[AGENT][NEUTRAL] OK, I can assist with that. May I have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Yes, 95[PII].
[AGENT][POSITIVE] Thank you, and I'm so sorry, can you spell your first name for me please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, of course. L [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I had one too many L's in there. I'm so sorry about that. Um, my
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] My last initial is L [PII]Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 01868788.
[AGENT][NEUTRAL] OK, I have that as 01868788.
[CUSTOMER][NEUTRAL] Very serious
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Of course, uh, Le[PII]Date of birth is Au[PII].
[AGENT][POSITIVE] OK, thank you very much for the information and you're calling for outpatient benefits and accumulation. OK, give me one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Certainly I can help you with that. One second please.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And please note verification of benefits provided does not guarantee payment. We pay up to $2550.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] yesterday.
[AGENT][NEUTRAL] Let me check the accumulation for you, one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This amount of uh 20515 is per calendar year.
[AGENT][NEUTRAL] Almost there.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Perfect, and that one just covers only the surgery part or office visits also? Thank you.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You're welcome. Now, she has not accumulated anything for 2025, so she has all of that meaning.
[CUSTOMER][NEUTRAL] Have a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for office, yes ma'am. The policy does not cover for office visits.
[CUSTOMER][NEUTRAL] Old, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then and for uh this uh policy is uh secondary right? OK, let me put here.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, OK, and, and then you tell me the uh member is nothing uh used the amount the 2550, right? OK, perfect and then.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, for the effective date, the, the policy for that Ms. Co[PII].
[AGENT][NEUTRAL] OK, the effective date shows Ma[PII].
[CUSTOMER][NEUTRAL] OK, it's current active right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, and, uh, thank you so much for your help. Can you please give me a reference number for this call?
[AGENT][NEUTRAL] Uh, you're welcome. We do not use reference numbers. Please use my name and today's date, and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] You too take care bye.
[CUSTOMER][NEUTRAL] Bye bye.