AccountId: 011433970860
ContactId: 4d76b1c9-dd42-4ab9-a1b9-86687fe714c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195570 ms
Total Talk Time (AGENT): 82193 ms
Total Talk Time (CUSTOMER): 62565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4d76b1c9-dd42-4ab9-a1b9-86687fe714c5_20250317T18:48_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], I'm calling to find out what the balance is on my card, uh, like how much do I have available?
[AGENT][NEUTRAL] On your card, like how much of your calendar year max have you used or is this like a flex spending card?
[CUSTOMER][NEUTRAL] No, how much of my max coverage have I used?
[AGENT][POSITIVE] OK, I can definitely check the coverage for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number I have a group number.
[AGENT][NEUTRAL] I can search it through your group. If you have the card there, it should. OK, go ahead.
[CUSTOMER][NEUTRAL] Or payer's ID.
[CUSTOMER][NEUTRAL] OK, it's 17.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I have the card.
[AGENT][NEUTRAL] The, so it should say inhospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] Yes, so it's 2 different numbers. You need both of them?
[AGENT][NEUTRAL] OK, that's your policy number.
[AGENT][NEUTRAL] Well, the numbers are the same. The ML 7 or 8 at the end is different there. The numbers is your policy number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, OK, 01797929.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, so I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] And address is [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, let me check your um coverage for you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, so it looks like you've used $200 for the year, so you have $550 left for the calendar year.
[CUSTOMER][NEUTRAL] And that 200 was used when?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][NEUTRAL] [PII], right? I, yeah, I think it was.
[AGENT][NEUTRAL] Um, [PII], mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's 500 available?
[AGENT][NEUTRAL] 550, you have um 750 for the whole year.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. Again, just for the call, all the information provided was a verification of benefits, not a guarantee of payment. And Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.