AccountId: 011433970860
ContactId: 5d562644-92ef-4b12-b2de-ae50d936e43c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151399 ms
Total Talk Time (AGENT): 64883 ms
Total Talk Time (CUSTOMER): 64337 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5d562644-92ef-4b12-b2de-ae50d936e43c_20250612T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hello, sir. My name is [PII]. First initial to my last name is [PII]. Um, I'm calling in reference to just checking uh patients coverage for outpatient services.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yes, so that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. Patient's policy number is going to be 01611739, the letters M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, this effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical and we have an outpatient maximum of 1500 per covered person per calendar year.
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. It, it cut off. Uh, how much did you say was the max amount that she has?
[AGENT][NEUTRAL] 11,500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, just to make sure I have that right, it's 1500.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And she has used 500 as of today.
[CUSTOMER][POSITIVE] OK, perfect. And does he have anything?
[CUSTOMER][POSITIVE] OK, perfect. So she's only remaining 1000.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Perfect. All righty. Uh, thank you so much. So all I would need now is just a reference number for the call.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have a reference number, Ms. [PII]. You can use my name and today state if you will.
[CUSTOMER][POSITIVE] OK. All right, perfect. Thank you so much. Have a lovely day. Enjoy the rest of your week.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Have a great afternoon. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.