AccountId: 011433970860
ContactId: 45bf3c92-8a9e-4f5b-86ba-50fe9eb286c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127760 ms
Total Talk Time (AGENT): 69910 ms
Total Talk Time (CUSTOMER): 45806 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/45bf3c92-8a9e-4f5b-86ba-50fe9eb286c8_20250129T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to get benefit information uh on a patient please.
[AGENT][POSITIVE] Yeah, I can check benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02110733.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. 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 look at the outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[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 $2500 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Alrighty, um, that and this is just a supplement, right? A supplemental policy? OK, alright.
[AGENT][NEUTRAL] Right. Secondary medical, um, very dependent on major medical. So if their primary does not pay, this policy can't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, that's what I needed care.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.