AccountId: 011433970860
ContactId: 66cbd0f4-a51b-45f3-bc47-0b0c96f48089
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121389 ms
Total Talk Time (AGENT): 49359 ms
Total Talk Time (CUSTOMER): 60870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/66cbd0f4-a51b-45f3-bc47-0b0c96f48089_20250327T14:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi yes I was calling to uh verify the coverage for one of your members.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, well, that's my other question. I'm looking at her card right here and I have the insured name, the coverage, and the group number and the effective date of the payer ID, but I don't see a member number on here and I have the front and the back of the card.
[AGENT][NEUTRAL] It would say benefit cert number outpatient inpatient benefit cert number.
[CUSTOMER][NEUTRAL] OK, I see that. OK, so which number do you want the outpatient number?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] OK 02.
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] 342-701 ML8
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is, hold on one second, I gotta go to this other screen. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] 500? OK, alright, and does that cover like deductible, co-pay, co-insurance charges that, OK, OK, alright, and that's the maximum per day?
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, OK, alright, um, can I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Was your name [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, that's it thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.