AccountId: 011433970860
ContactId: 615e60ee-d7a6-439f-a6a9-72d2b92f5717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165210 ms
Total Talk Time (AGENT): 82731 ms
Total Talk Time (CUSTOMER): 46340 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/615e60ee-d7a6-439f-a6a9-72d2b92f5717_20250411T15:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm just calling to um.
[CUSTOMER][NEUTRAL] Check on a deductible and maximum for a patient.
[AGENT][NEUTRAL] Yeah, OK, I can check those benefit amounts and that deductible. um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do, that is.
[CUSTOMER][NEUTRAL] 02 are actually.
[CUSTOMER][NEUTRAL] Yes, 02565433.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. So, of course, this policy is active. Effective date was [PII]. Uh, give me just a moment, let me check this information for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so of course the calendar year maximum for this plan is $500.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims and this is just for one correct?
[CUSTOMER][POSITIVE] Um, I mean if you have [PII] as well, um, that'd be great because she's in the office as well.
[AGENT][POSITIVE] I do have that information as well, sure, yeah, I can give you both of that of course OK so uh.
[CUSTOMER][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine, um, so the maximum for one is 500 annually.
[AGENT][NEUTRAL] That's right, um, and that's also for, uh, [PII], um, that's the total benefit amount maximum so and then they have a $50 deductible as well and looks like one and [PII] have both individually met that $50 deductible and of that $500 benefit one has used $124.40.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII] has used 262.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I think that's everything I need.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, well thanks for giving us a call, [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.