AccountId: 011433970860
ContactId: 65f2825e-5fe2-4b30-bb7b-d4dd0a7ba017
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147149 ms
Total Talk Time (AGENT): 79927 ms
Total Talk Time (CUSTOMER): 45828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/65f2825e-5fe2-4b30-bb7b-d4dd0a7ba017_20250306T19:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I wanted to verify benefits.
[AGENT][POSITIVE] It would be my pleasure to help you with benefit verification. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, I have it here. It is 118.
[CUSTOMER][NEUTRAL] 458 7 ML 5.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking for eligibility now that policy number that you gave me is no longer an active policy for Mr. [PII]. He does have active coverage under another policy number. Can I give you that active policy information?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] It would be my pleasure. S of [PII], Mr. [PII]'s active policy number is 133.
[AGENT][NEUTRAL] 7107.
[AGENT][NEUTRAL] And that is his active secondary policy with APL.
[CUSTOMER][NEUTRAL] So it's 1337107.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK awesome OK so that's the one that we're um checking under then.
[AGENT][NEUTRAL] All right. Well.
[CUSTOMER][NEUTRAL] He will be undergoing surgery, so I, I wanted to see what it covers.
[AGENT][NEUTRAL] Would that be in an outpatient facility?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Alright, [PII], he does have outpatient coverage up to $2500. That is a per calendar year benefit.
[AGENT][NEUTRAL] As of right now, he has not used any of that benefit for 2025.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all. Thank you very much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.