AccountId: 011433970860
ContactId: 3b979625-8d3c-4e7b-95a9-6fd4d8c8a59c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237729 ms
Total Talk Time (AGENT): 112882 ms
Total Talk Time (CUSTOMER): 52949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3b979625-8d3c-4e7b-95a9-6fd4d8c8a59c_20250611T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from A Healthcare. This call is about eligibility and benefits.
[AGENT][NEUTRAL] OK, I could check out eligibility and benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, um, then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, the policy number is gonna be 02100.
[CUSTOMER][NEUTRAL] 295
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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're we need to look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims that outpatient benefit is $7350 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII] has used $166.95 of that benefit.
[CUSTOMER][NEUTRAL] OK. What is the claim address?
[AGENT][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, uh, what is the electronic transaction ID or payer ID?
[AGENT][NEUTRAL] Oh, we do have a pair ID and a fax number. Uh, pay ID is 60801.
[AGENT][NEUTRAL] Did you want that fax number as well?
[CUSTOMER][NEUTRAL] 080
[CUSTOMER][POSITIVE] Yes, uh no need, um, and I need the effective date, uh it's effective from.
[AGENT][NEUTRAL] Uh, effective date was, uh, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Finally, I need your name, the reference ID for this call.
[AGENT][NEUTRAL] 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 could help you with?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Thank you for the details.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] Mhm.