AccountId: 011433970860
ContactId: 6e7c2c06-8282-4504-9894-f7bd4b0e5e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151639 ms
Total Talk Time (AGENT): 70370 ms
Total Talk Time (CUSTOMER): 47186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6e7c2c06-8282-4504-9894-f7bd4b0e5e49_20250224T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify member benefits please as a secondary.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02313735
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct?
[AGENT][NEUTRAL] OK, thank you. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Outpatient Max outpatient hospital Max.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For medical.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. Excuse me, with this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and the patient has benefit max up to $1500 per calendar day.
[CUSTOMER][NEUTRAL] Up to 1500 per calendar.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, before the reference number, are you able to provide me with the claims address?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, if you can repeat that [PII], I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the name would just be under [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. And now if I can have the reference number.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Oh yes, ma'am. Thank you for calling APL. Have a great day.