AccountId: 011433970860
ContactId: 4dad9900-dd08-4081-87fe-59bb340024be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166740 ms
Total Talk Time (AGENT): 76819 ms
Total Talk Time (CUSTOMER): 60657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4dad9900-dd08-4081-87fe-59bb340024be_20250625T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] The story yeah.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] Thank you, ma'am. And what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is, hold on.
[CUSTOMER][NEUTRAL] Um, 02562964, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] no hold on [PII]. I couldn't remember sorry.
[AGENT][NEUTRAL] It happens. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I show her effective date is [PII]. She is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just need to know um how much does the policy have and has she met any of it? what does it cover?
[AGENT][NEUTRAL] Well, the OK, well, the policy is secondary, helps with primary deductible, co-pay or co-insurance for in-hospital or outpatient. Which benefits are you needing, outpatient or in hospitals?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, let's see, not a guarantee of payment, just a verification of coverage. She has a benefit max of $1000 per calendar year.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 1000.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] And so far this year shows she is issues. Can we do some math.
[AGENT][NEUTRAL] Uh, so far she's only used 80, I'm sorry, $83.14 of the 1000.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII], and do you guys get reference numbers or no?
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great day OK?
[AGENT][POSITIVE] Oh, you too, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright, so she's.