AccountId: 011433970860
ContactId: 78af9496-f464-419b-8fbb-ab223e591b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140559 ms
Total Talk Time (AGENT): 77846 ms
Total Talk Time (CUSTOMER): 38383 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/78af9496-f464-419b-8fbb-ab223e591b09_20250327T15:41_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] Good morning, [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01611817ML8
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with the eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholder's primary insurance. Were you needing benefits also?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What type of benefits are you needing for [PII]?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] All right, she does have outpatient coverage up to $1500. That is a per calendar year benefit.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] And that is um what how much is remaining or used or pending?
[AGENT][NEUTRAL] As of right now, she has the full benefit remaining for [PII].
[CUSTOMER][NEUTRAL] OK and then is there a reference number for the call?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with eligibility and benefits. Is, is there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] No, thank you so much. Have a great day.
[AGENT][POSITIVE] Well thank you for calling APL. Hope you have a great day as well. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.