AccountId: 011433970860
ContactId: 3f0927d0-2719-44f2-b32c-6861a6b705d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191190 ms
Total Talk Time (AGENT): 85088 ms
Total Talk Time (CUSTOMER): 48993 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3f0927d0-2719-44f2-b32c-6861a6b705d5_20250122T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. My name is [PII]. I'm going to get benefits for mutual patients.
[AGENT][NEUTRAL] OK, yeah, I can check benefits for you. You said your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 0250265 M as in Mike, L as in Larry, 8.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, could you repeat that? I'm so sorry. I think I missed a digit there.
[CUSTOMER][NEUTRAL] OK, let's see we have 025026.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, 2625.
[AGENT][NEUTRAL] 262 5.
[CUSTOMER][NEUTRAL] M as in Mike
[CUSTOMER][NEUTRAL] 262-5, correct.
[AGENT][NEUTRAL] OK, OK, yep, I was missing that, sorry. All right, one moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sorry, bear with me a moment, it's a little bit slow today.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], that's uh [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you for verifying that, and I really appreciate your patience. Um, so the 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. I we really need to look at, uh, outpatient benefits.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment claims. The outpatient benefit is $2500 max per calendar year.
[AGENT][NEUTRAL] I know that you're just started, but I will go ahead and check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, none has been used so far this year.
[CUSTOMER][POSITIVE] Perfect, perfect, thank you for the information. And can I get a reference number, please?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That'll be all thank you for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.