AccountId: 011433970860
ContactId: 3b6c7547-7650-4a27-807b-db21f597571c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116870 ms
Total Talk Time (AGENT): 65800 ms
Total Talk Time (CUSTOMER): 39028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3b6c7547-7650-4a27-807b-db21f597571c_20250312T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling to verify eligibility and benefits of a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility benefits for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, uh 01823139 M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] I have [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to check inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per calendar day basis, so it pays up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK. Perfect. OK. Can I have the initial to your last name and a reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that was all. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.