AccountId: 011433970860
ContactId: 656fc9a9-49a6-4011-a397-3162ed4047be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177309 ms
Total Talk Time (AGENT): 50894 ms
Total Talk Time (CUSTOMER): 61958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/656fc9a9-49a6-4011-a397-3162ed4047be_20250502T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, this is [PII]. I'm calling today to verify eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. And did you say your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01792107.
[AGENT][NEUTRAL] OK, uh, could you repeat that? You're kind of breaking up.
[CUSTOMER][NEUTRAL] Oh yeah, sure, it is 01792107.
[AGENT][NEUTRAL] Do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] this
[CUSTOMER][NEUTRAL] Yep, my direct line is [PII].
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy. Policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] Is this for outpatient benefits or office visit or?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient benefits. It's for screening mammogram and bone density.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so for their policy, they have a $5000 per covered year per calendar or per covered person per calendar year maximum benefit payable.
[AGENT][NEUTRAL] So this is a secondary policy. It will pick up deductible and co-insurance after Primary has processed the claim.
[CUSTOMER][NEUTRAL] OK, not a problem. Understood. And by any chance do you know if they've used anything so far that $5000 as of today?
[AGENT][NEGATIVE] Uh, it does not look like anything's been used.
[CUSTOMER][POSITIVE] OK, not a problem. And if I can just get a reference number if there's any for the phone call, then we're good to go.
[AGENT][NEUTRAL] Um, it's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, excellent thank you so much again for your time today.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.