AccountId: 011433970860
ContactId: 4aea30e7-10a1-4b11-884a-14561cd36c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131020 ms
Total Talk Time (AGENT): 74539 ms
Total Talk Time (CUSTOMER): 60586 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4aea30e7-10a1-4b11-884a-14561cd36c83_20250210T15:19_UTC.wav
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[CUSTOMER][NEUTRAL] I I have
[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good morning. I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, yeah, I can check out patient benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnecting?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 014-91573.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] So like the sound.
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so the policy you gave me actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, they do have one that is active. Uh, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 31
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3169.
[CUSTOMER][NEUTRAL] Just to confirm that was 02313169?
[AGENT][NEUTRAL] Yes, that's correct. Um, so this policy's effective date, uh, was [PII]. It is currently active. Um, if you give me one moment, I will get those outpatient benefits for you.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I thought that was.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims uh so their outpatient benefit is on a per calendar day basis so it is uh $1500 max per calendar day.
[CUSTOMER][NEUTRAL] one that's not.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect and can I have the spelling of your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I thought it was
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] Was there anything else I can help you with Irene?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.