AccountId: 011433970860
ContactId: 5da13e48-431a-4d58-8784-b6e4613573cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121699 ms
Total Talk Time (AGENT): 63904 ms
Total Talk Time (CUSTOMER): 42566 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/5da13e48-431a-4d58-8784-b6e4613573cd_20250211T15:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good, good morning, [PII]. My name is [PII] and it's B as in boy. I'm just calling to get benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 023-31550. M as in mom, L as in Larry, the number 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK. And how much do you guys cover the patient for hospital outpatient surgery?
[AGENT][NEUTRAL] OK, I could check those outpatient benefits. Um, also, of course, so that you are aware this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will also let you know verification of coverage is not a guarantee of payment for claims. So their outpatient benefit is on a per calendar day basis, so this policy would pay up to $350 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All [PII], perfect. OK. And um [PII], what's the first letter to your last name with the reference number?
[AGENT][NEUTRAL] Uh, sure, reference, um, yeah, reference number would just be my first name, last initial and state's date, um, so my last initial is [PII], and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that will be all. [PII] is spelled with a [PII] or a [PII]?
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][POSITIVE] OK, got it. Alrighty, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks