AccountId: 011433970860
ContactId: 6979bdcd-5828-4f98-95c4-5d3d903ee200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122610 ms
Total Talk Time (AGENT): 53992 ms
Total Talk Time (CUSTOMER): 45233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6979bdcd-5828-4f98-95c4-5d3d903ee200_20250225T15:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling to verify your patient's benefits.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]. There is no extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02552102.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, he's scheduled for a colonoscopy. I would like to have his outpatient benefits.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] Mhm. Is there any accumulation?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, no one has used the benefits for this year, yeah.
[CUSTOMER][POSITIVE] OK. All right, perfect. And um.
[CUSTOMER][NEUTRAL] Can I have the first initial of your last name?
[AGENT][NEUTRAL] Sure, so it's [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I appreciate your help.
[AGENT][POSITIVE] You also, and thanks for calling APO [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.