AccountId: 011433970860
ContactId: 56f81ae3-ba50-4ee0-82e5-68fe675eb451
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401630 ms
Total Talk Time (AGENT): 98325 ms
Total Talk Time (CUSTOMER): 121099 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/56f81ae3-ba50-4ee0-82e5-68fe675eb451_20250415T13:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Baptismal Patient. Um, initial of my last name is [PII]. And I'm calling to check the benefits for an outpatient, please.
[AGENT][POSITIVE] Of course, [PII], I can help you with benefits today.
[AGENT][NEUTRAL] Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, um, policy number 02419348 and [PII], number 7.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, and then patient's first and last name and then date of birth?
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. And date of birth, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], it looks like this policy is no longer active.
[CUSTOMER][NEUTRAL] Uh, OK. Do you, are you able to see another maybe policy with a different member, um, policy number? I'm sorry?
[AGENT][NEUTRAL] Oh let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I have patients social if that works.
[AGENT][POSITIVE] Uh, you're OK. I found the one that was active actually.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] Um, I can, I can give you that policy number as well.
[CUSTOMER][NEUTRAL] Just give me just one second, let me go there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 255.
[AGENT][NEUTRAL] 64.
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] OK, so it's 2556452?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the group name is still Sunshine Gasoline Distributor.
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] And did the group number change or it's still 24399?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The group number is 80094.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. And you wanted outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so it looks like the outpatient benefit max per calendar year is 8700.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So has the patient used any of those 8700?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She has not for the outpatient.
[CUSTOMER][POSITIVE] OK. So it's still the same. Perfect. Thank you so much for your help. Um, can I have one more time your name, the initial of your last name, and a reference number, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, my name is [PII]. The, well, it's the reference number is my name, [PII]
[CUSTOMER][NEUTRAL] Thank you, Ms. [PII]. And the initial of your last name?
[AGENT][NEUTRAL] And then it would be my.
[AGENT][NEUTRAL] Sorry, it would be my last initial, which is [PII]
[CUSTOMER][NEUTRAL] What's his name.
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] Oh my I.
[AGENT][NEUTRAL] I just moved out of state. Hold on.
[AGENT][NEUTRAL] Uh, it's central.
[CUSTOMER][POSITIVE] Central perfect thank you so much for your help.
[AGENT][POSITIVE] Of course. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Uh no, that was all. Thank you so much.
[AGENT][POSITIVE] OK, yep, thanks for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Likewise, Ms. [PII], bye.
[AGENT][POSITIVE] Thank you. Bye.