AccountId: 011433970860
ContactId: 6bb91e47-149a-4140-a0f1-947f9b74bc6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187520 ms
Total Talk Time (AGENT): 89669 ms
Total Talk Time (CUSTOMER): 46995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6bb91e47-149a-4140-a0f1-947f9b74bc6b_20250609T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to, um, um, to verify, um, outpatient hospital benefits for patient please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII] for the last name initial.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number in question will be.
[CUSTOMER][NEUTRAL] 0241.
[CUSTOMER][NEUTRAL] 9349.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in Michael, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, I'm showing that policy number you gave, it did terminate on [PII]. However, they do have an active policy, and I give that number when you're ready.
[CUSTOMER][NEUTRAL] OK, got you, so it's a different number.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] Alrighty ma'am whenever you're ready.
[AGENT][NEUTRAL] Uh, it is 255-6453.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, effective
[CUSTOMER][NEUTRAL] One more time, I'm sorry, you said 255.
[AGENT][NEUTRAL] 2556453
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Uh, effective date is [PII]. Policy is active, and you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance. And I shows he has an outpatient benefit max up to, I'm sorry, $8700 per calendar year, so $8700 per calendar year.
[CUSTOMER][POSITIVE] Perfect. Has he accumulated anything towards that balance?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, looks like he has, uh, so far used $1320.91 of that benefit.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, I appreciate your help today, ma'am. If I can have your name, um, last name, initial and call reference number please.
[AGENT][NEUTRAL] Uh, it's or it's [PII] last initial [PII] and you can use my name in today's date as reference.
[CUSTOMER][POSITIVE] Perfect, thank you again [PII]. You have a good day.
[AGENT][POSITIVE] You too, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.