AccountId: 011433970860
ContactId: 52972cbd-60cc-421a-990d-b89e97c72346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117370 ms
Total Talk Time (AGENT): 70091 ms
Total Talk Time (CUSTOMER): 32748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/52972cbd-60cc-421a-990d-b89e97c72346_20250113T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII] last [PII]. I'm calling to get benefits for a patient.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you, [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02481560, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and we we needing to look at uh outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, outpatient benefit is $3000 max per calendar year. I know the year just started, but I will still double check to see if any of that has been used. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And may I have a reference number for a call?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. That's my name is spelled [PII] Last initial [PII] Oh, is there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] This is it, so you have a wonderful day.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.