AccountId: 011433970860
ContactId: 45c59420-0dba-467a-8ed0-f56324dcc45c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138179 ms
Total Talk Time (AGENT): 73315 ms
Total Talk Time (CUSTOMER): 54687 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/45c59420-0dba-467a-8ed0-f56324dcc45c_20250113T14:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. First initial of my last name [PII]. I'm calling from a provider facility because I need to verify benefits uh for a member, please.
[AGENT][POSITIVE] What would be my pleasure to assist you with that verification, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 01720244.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that eligibility for [PII].
[AGENT][NEUTRAL] [PII], I'm showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her major medical coverage. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] And does she have any maximum outpatient benefits for the year?
[AGENT][NEUTRAL] She does that benefit amount is
[AGENT][NEUTRAL] $1500 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And um are you able to see if she's used any of those um 1500? I I'm assuming she hasn't because the year just started, but just to make sure.
[AGENT][NEUTRAL] Right, yeah, as of right now, she has not used any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, do you provide reference numbers for your calls?
[AGENT][POSITIVE] It's going to be my name and today's date, and I spell my name [PII], it was a pleasure to assist you with those benefits today. I hope you enjoy your Monday.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. You too. Bye-bye.