AccountId: 011433970860
ContactId: 4729b6bd-5d0a-4a78-81fc-4fd19d940a99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198839 ms
Total Talk Time (AGENT): 96431 ms
Total Talk Time (CUSTOMER): 41047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4729b6bd-5d0a-4a78-81fc-4fd19d940a99_20250514T14:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. um, I'm calling to verify benefits for patient, outpatient, um, benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII], last initial is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02504896
[AGENT][NEUTRAL] Thank you, ma'am, and see, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEGATIVE] Of course my computer doesn't wanna work, OK.
[AGENT][NEUTRAL] Oh man, OK, I'm sorry, give me one moment, my computer is acting up.
[AGENT][NEUTRAL] OK, and Ms. [PII], you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy.
[AGENT][NEUTRAL] Not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and she has an I'm sorry, outpatient benefit max of up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] 2000 per calendar.
[AGENT][NEUTRAL] Up to 6000 per calendar year.
[CUSTOMER][NEUTRAL] 0, 6000.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Um, any, um, occurrences?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, yes, it looks like she, she, um, let me do some math.
[AGENT][NEUTRAL] Uh, so far of that 6000, she's used $3,799.14.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that one more time?
[AGENT][NEUTRAL] Of that $6000 she has already used $33,799.14.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. And um
[CUSTOMER][NEUTRAL] All right, if I could just have your last initial and a reference number if possible.
[AGENT][NEUTRAL] Yes, ma'am. Last initial is [PII], and as far as reference, uh, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.