AccountId: 011433970860
ContactId: 57ab34d2-de62-41b2-953d-df31e488943b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174460 ms
Total Talk Time (AGENT): 72377 ms
Total Talk Time (CUSTOMER): 64717 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/57ab34d2-de62-41b2-953d-df31e488943b_20250211T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was, uh, calling with refresh general calling to see if this person has, um, their eligibility and benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 101874384.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for a breakdown of his benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I would say yes only uh the only thing is our faxes go to our email and I'm unable to get into our email right now until my manager comes in.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is it that can't be the annual max.
[CUSTOMER][NEUTRAL] Are you able to tell me the annual max?
[AGENT][NEUTRAL] Um, yes, ma'am. The annual max on this policy, one moment, get that open.
[AGENT][NEUTRAL] Um, the annual max on this policy is $500 and there's a $50 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, has he met anything so far?
[AGENT][NEGATIVE] And so far he hasn't met anything towards the deductible or the max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright and then just to make sure, are you able to tell me the employer?
[AGENT][NEUTRAL] Um, yes, ma'am. The employer is.
[CUSTOMER][NEUTRAL] No, probably not.
[AGENT][NEUTRAL] Um, TRC, that's T like Tom, R like Rachel, C like cat, Staffing Services Incorporated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK. Well, I thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.