AccountId: 011433970860
ContactId: 53db3d16-6f40-4ff7-b846-950ba2382c08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128410 ms
Total Talk Time (AGENT): 66210 ms
Total Talk Time (CUSTOMER): 49293 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/2025/03/04/53db3d16-6f40-4ff7-b846-950ba2382c08_20250304T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a provider's office and I would like to verify a member's policy please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] last initial is [PII]
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 01299855 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is on a [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4000 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so co-insurance, copay and deductible. OK. Any of the um 4000 been used for the year?
[AGENT][NEUTRAL] Um, yes, ma'am. So far, she's used $371.
[CUSTOMER][NEUTRAL] 371. OK, alright, may I get a reference for the call please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. You have a great one.
[AGENT][POSITIVE] You do the same, sure. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Mm bye.