AccountId: 011433970860
ContactId: 67dd1831-7126-4d57-9f73-7d3280d8e145
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152190 ms
Total Talk Time (AGENT): 78999 ms
Total Talk Time (CUSTOMER): 34294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/67dd1831-7126-4d57-9f73-7d3280d8e145_20250121T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, and I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 59,400 ML 8
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits were you wanting to go over today?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK. So for outpatient for the calendar year, the max is $7900.
[AGENT][NEUTRAL] Did you want to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the outpatient benefits have been used for the year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, just for the
[CUSTOMER][NEUTRAL] Is there anything pending? I'm sorry.
[AGENT][NEUTRAL] It's OK. Anything pending as in like claims processing?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, no, the last claim received has been processed. Are you looking for a claim?
[CUSTOMER][NEUTRAL] No, no, no, just asking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, just for the call, the information provided is a verification of benefits, not a guarantee of payment. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. My name is [PII] [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.