AccountId: 011433970860
ContactId: 4f45c0fe-45ca-4028-8505-05a3e2e3241a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220539 ms
Total Talk Time (AGENT): 97785 ms
Total Talk Time (CUSTOMER): 101263 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4f45c0fe-45ca-4028-8505-05a3e2e3241a_20250128T18:34_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, thank you. Hi, um, I have a question um I want to know, um, first of all, um, [PII], did I have any benefits left?
[AGENT][NEUTRAL] Um, I can definitely pull up your policy and take a look and see if you have benefits left over. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is uh [PII] or [PII]. I'm under my husband's insurance, [PII]. I have the group number and everything if you need it.
[AGENT][NEUTRAL] OK. You said your name was [PII] though. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. um, do you, do you happen to have the policy number?
[CUSTOMER][NEUTRAL] There's a group number. It says 22392. The coverage is important.
[AGENT][NEUTRAL] Are you looking at the card?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, um, on the bottom do you see something that says in in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's uh 01.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1168
[CUSTOMER][NEUTRAL] 4 M like Mary L 7.
[CUSTOMER][NEUTRAL] And then there's an outpatient too I think it's the outpatient because it we did an ML 8.
[AGENT][NEUTRAL] OK, OK, uh, could you give me that number?
[CUSTOMER][NEUTRAL] Sure. 016116.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] M like Mary. L like Larry 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, and I do see you on the policy, [PII]. I'm just gonna verify some of your information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for y'all. Uh, looks like it's at [PII].
[CUSTOMER][NEUTRAL] OK, it's, it, it really should be [PII], but the [PII] is [PII].
[AGENT][NEUTRAL] I've got something different, um, but that's OK. It might, it's.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Yes, yes, that's what we've got.
[CUSTOMER][NEUTRAL] OK, that's fine
[AGENT][NEUTRAL] OK, so we were just wanting to see if there was anything remaining um for your outpatient benefit for last year as of [PII].
[CUSTOMER][NEGATIVE] Yes, because I had a procedure done that I'm having to pay a $500 balance on. I'm just trying to, I don't know that they try to process it through, um, ami APL. I'm not sure I had any benefits.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me double check and see, so total outpatient benefit is $1500 per calendar year and let me see how much of that was used last year.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] OK, so yes, it does look like you used that full amount last year, uh, for $1500.
[CUSTOMER][NEUTRAL] Prior to the [PII].
[AGENT][NEUTRAL] That, yes, uh, that was all going to be that the benefits have been exhausted for last year.
[CUSTOMER][POSITIVE] OK, thank you so at least I know. OK, thank you.
[AGENT][POSITIVE] Yeah, absolutely. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you