AccountId: 011433970860
ContactId: 6d5344d5-9b7a-4f0e-a3ff-21d7dd8ca00d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283920 ms
Total Talk Time (AGENT): 101522 ms
Total Talk Time (CUSTOMER): 59279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6d5344d5-9b7a-4f0e-a3ff-21d7dd8ca00d_20250324T14:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, so I was needing to get benefits on a patient please.
[AGENT][NEUTRAL] OK, your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] 02313133 ML 8.
[AGENT][NEUTRAL] Thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and that policy number again is 02313133ML8. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Give me one moment please, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey, my apologies if you could repeat that policy number for me one more time.
[CUSTOMER][NEUTRAL] 02313133 ML 8.
[AGENT][NEUTRAL] OK, hold on one moment please thank you.
[AGENT][NEUTRAL] OK, you're calling for benefits for the member, and, and I will tell you this that this policy has termed the term date of this policy shows [PII]. If you would bear with me, I can check to see if there's an active policy. Miss [PII]. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the active policy number is 02467741.
[AGENT][NEUTRAL] ML8.
[AGENT][NEUTRAL] And this policy shows effective as of [PII] and it shows active and you need outpatient benefits as well, is that correct, please, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm patient. Uh, you said [PII] is the active date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And will this be for an office visit or a facility charge?
[CUSTOMER][NEUTRAL] It's an it's an outpatient facility.
[AGENT][NEUTRAL] Or setting.
[AGENT][POSITIVE] OK, thank you very much one moment.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We will pay up to $8500 for the outpatient max for the year.
[CUSTOMER][NEUTRAL] OK. And um has she used any of that benefit yet for this year?
[AGENT][NEUTRAL] Let me check for you, one moment.
[AGENT][NEUTRAL] She has not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can assist you with? I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, um that's.
[CUSTOMER][NEUTRAL] That was all but um do you give reference numbers?
[AGENT][NEUTRAL] We do not, but you can use my name [PII] last initials [PII] and today's date.
[CUSTOMER][NEUTRAL] All like, OK.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][POSITIVE] Hi and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] You're welcome. Take care. Bye bye.