AccountId: 011433970860
ContactId: 3fa469a2-c462-475c-b517-64edc6ca3cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127860 ms
Total Talk Time (AGENT): 73811 ms
Total Talk Time (CUSTOMER): 44352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/3fa469a2-c462-475c-b517-64edc6ca3cd2_20250317T19:47_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I was just calling to verify benefits for a member.
[AGENT][NEUTRAL] I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can help with benefits. I'm, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII], it's spelled [PII] Last name initial is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you. Um, and what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] The policy number I have is 02460294 M for Mary, L for Lima and the number 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And while I'm looking that up, if I could just have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. I do appreciate it. And it looks like the policy went into effect on [PII]. It is active. Now the benefits, uh, you mentioned benefits, the policy has in and out of hospital benefits. The inpatient hospital benefits are $3000 per calendar, uh, excuse me, per occasion, the uh outpatient benefits are $3000 per calendar day and
[CUSTOMER][NEUTRAL] then you are.
[AGENT][NEUTRAL] Uh, that's just the verification, the benefits, but it includes treatment within a physician's office, outpatient hospital, cancer treatment, uh, durable medical labs. Um, is there anything in particular that I can help with?
[CUSTOMER][NEUTRAL] It was just the benefits for ambulatory surgical center non hospital based outpatient.
[AGENT][NEUTRAL] OK, that will be the um outpatient benefits that I just mentioned, the $3000 per calendar day and again, that's just the verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK perfect and then do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] OK, well thank you for contacting APF.