AccountId: 011433970860
ContactId: 696f5bdd-3f98-4769-bcf1-42b77b30a26d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 72748 ms
Total Talk Time (CUSTOMER): 60160 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/2025/01/27/696f5bdd-3f98-4769-bcf1-42b77b30a26d_20250127T19:44_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII] I'm looking to verify eligibility and benefits for a member secondary policy.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and benefits, Mr. [PII], and you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] That is from Baptist Surgery and endoscopy Center.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, so I have here.
[CUSTOMER][NEUTRAL] 02049802.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] I know for
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If anything, we're just getting.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, so. OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] So and
[AGENT][NEUTRAL] And we have an outpatient maximum of 2500 per person per calendar year. I'm sorry, it's 2000, 2000 per person per calendar year.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, and could you verify if anything of that 2000 has been met this year for the patient?
[AGENT][NEUTRAL] I can check. Sure, yes, let me check on that for you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As of today, he has not used his benefits for [PII] so he still have the full amounts available.
[CUSTOMER][NEUTRAL] summer
[CUSTOMER][NEUTRAL] Understood. Alright then, so should be wrapping up now. May I have a reference number for this call?
[AGENT][NEUTRAL] We don't have uh we don't have a reference numbers. You can use my name and today's date if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Excellent then I will go ahead and do that with that being said, I appreciate your time and taking this call and I hope you have a great day. Mhm.
[AGENT][POSITIVE] You're welcome. You also, Mr. [PII], and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye now.