AccountId: 011433970860
ContactId: 7badc182-8f53-4f5a-adff-92ac4bf81c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299149 ms
Total Talk Time (AGENT): 105941 ms
Total Talk Time (CUSTOMER): 92535 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/7badc182-8f53-4f5a-adff-92ac4bf81c87_20250117T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hello and uh I have two patients with me who will see our specialist on Monday. I would like to check if this supplemental plans are still active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, this is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK, with the first one it is 1,575,870 ML 7.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that, and I'm actually showing there's no active policies with APL. Um, this policy was active from [PII], and there are no other active policies since that date.
[CUSTOMER][NEUTRAL] OK, got it on that. Um, can we proceed with the next one?
[AGENT][NEUTRAL] Yes, hold on one moment, let me note this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02450098 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And again, all the information provided is a verification of benefits, not a guarantee of payment, and this policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And just to confirm with [PII]'s supplemental policy, um, does it also also cover virtual visits?
[AGENT][NEUTRAL] Virtual visits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for the first patient?
[CUSTOMER][NEUTRAL] Well, the second one, the active policy.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Oh, I'm, I'm sorry, when I say 2nd, she's the 2nd person on here. I apologize. Um, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm just waiting for her policy documents to populate so I can see um about virtual.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, hold on one second. I should.
[AGENT][NEUTRAL] No, so this, OK, so the policy itself doesn't have like any in-office coverage. She has the um office treatment writer, any treatment done in the office would be covered, um but not like the telehealth visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no telehealth coverage, no in-office visit coverage, correct?
[AGENT][NEUTRAL] Right, just the treatment in the office.
[CUSTOMER][NEUTRAL] Treatment, OK. And can we also know if how much is the maximum benefits allotted for her?
[AGENT][NEUTRAL] Or let's see.
[AGENT][NEUTRAL] For outpatient, um, it's up to $750 per calendar day.
[CUSTOMER][NEUTRAL] OK, and may we know the remaining as of today?
[AGENT][NEUTRAL] Well, it's per day, so it resets each day.
[CUSTOMER][POSITIVE] Oh, all [PII]. Got it on that. Thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye bye.