AccountId: 011433970860
ContactId: 6108baff-cbc8-484b-9b30-da0d8563c3ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150259 ms
Total Talk Time (AGENT): 44049 ms
Total Talk Time (CUSTOMER): 49010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6108baff-cbc8-484b-9b30-da0d8563c3ff_20250218T17:00_UTC.wav
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[AGENT][NEUTRAL] Calling ABL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last name initial [PII]. I'm calling in regards to this patient to get their outpatient hospital benefit for their gap plan.
[AGENT][POSITIVE] I'd be happy to assist [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 015.
[CUSTOMER][NEUTRAL] 459
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, may I have the date of service please?
[CUSTOMER][NEUTRAL] It it's gonna be for [PII].
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not your payment. I do show the policy is currently active with an effective date of [PII]. And were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] outpatient calendar year maximum is $1250.
[CUSTOMER][NEUTRAL] I'm sorry, how much is it?
[AGENT][NEUTRAL] $1250 that's the calendar year maximum.
[CUSTOMER][NEUTRAL] And has anything been applied to that or used from it?
[AGENT][NEUTRAL] No, not this year. They haven't used any benefits so far this year. They have the full amount available.
[CUSTOMER][NEUTRAL] Perfect, [PII], can I have the reference number for this call, please?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.