AccountId: 011433970860
ContactId: 69c08da6-9317-4a61-be5f-4ed532442da7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137460 ms
Total Talk Time (AGENT): 82635 ms
Total Talk Time (CUSTOMER): 36339 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/69c08da6-9317-4a61-be5f-4ed532442da7_20250326T14:34_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 [PII], my name is [PII] calling to verify uh member benefits and eligibility.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and the policy number for the patient.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02123553.
[AGENT][NEUTRAL] Thank you, [PII]. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And I can certainly help you with that eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is for [PII].
[AGENT][NEUTRAL] And this policy is a secondary policy to the policyholder's major medical. What type of benefits are you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] Uh, it's, uh, hospital outpatient benefits.
[AGENT][NEUTRAL] OK, and she does have outpatient coverage up to $6650 per calendar year. There is a $500 deductible.
[AGENT][NEUTRAL] And I'm checking to see if she's met that for 25.
[AGENT][NEUTRAL] As of right now, she has met $230.60 of that $200 of that $500 deductible.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] As easy.
[CUSTOMER][NEUTRAL] OK, is there um a reference number for this call?
[AGENT][NEUTRAL] It would be my name in today's date, and I spell my name [PII].
[AGENT][NEUTRAL] Or is, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, not at this time thank you and have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] No