AccountId: 011433970860
ContactId: 49077919-b39e-40f9-a3f7-9ab924ed722b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355239 ms
Total Talk Time (AGENT): 115465 ms
Total Talk Time (CUSTOMER): 83159 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/49077919-b39e-40f9-a3f7-9ab924ed722b_20250603T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from the private office.
[AGENT][POSITIVE] Hi [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I need to check the patient whether the plan is active or inactive, so could you help me on this?
[AGENT][POSITIVE] Yes, I can help you with the eligibility and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 01659
[CUSTOMER][NEUTRAL] 737 M as in Mike, I as in Indiana, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So this particular policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is an active policy that has been active since [PII]. Um, it's policy number 260.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, sorry. Uh, is there, there's any active plan? No, sorry to interrupt you. There any active plan or there is no inactive plan?
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] That's what I'm giving you the policy number to the active policy.
[CUSTOMER][NEUTRAL] Yes, can I have the policy number?
[AGENT][NEUTRAL] Yes, again, that's 260.
[AGENT][NEUTRAL] 80.
[AGENT][NEUTRAL] 85.
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] The last letter is ML 7, right?
[AGENT][NEUTRAL] Um, you don't have to have the ML 7 or 8, that's for the card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have any benefits?
[AGENT][NEUTRAL] Um, hold on one moment. I'm pulling up the policy now. What type of benefits are you looking for like outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. For outpatient, the policy will pay up to $2500 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Nothing has been used, right?
[AGENT][NEUTRAL] Um, I'm checking. I was waiting for you to give me the answer. Hold on, I'm just, I'll check it now. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So no, for [PII], um, well, actually, hold on, I think that's the old policy number.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Um, so for [PII], she has not used any of the benefits.
[CUSTOMER][NEUTRAL] All right. Just a moment.
[CUSTOMER][NEUTRAL] 408.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] No, 2 $2500 calendar is a benefit. What is the amount, sorry?
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] No, what is it? $2000? So date or?
[AGENT][NEUTRAL] I don't understand what you're saying. Can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's $2500. What is the benefit?
[AGENT][NEUTRAL] The $2500 is the outpatient max for their policy. That's how much we'll pay towards outpatient expenses.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Outpatient facility, right?
[AGENT][NEUTRAL] It's for outpatient services, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I call reference number, [PII]?
[AGENT][NEUTRAL] Sure, the call reference number is my name and today's date. Um, so the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, sir. Thank you so much. That is all the information and have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.