AccountId: 011433970860
ContactId: 7bfa3e2d-e8e6-4ace-971e-250136839259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180880 ms
Total Talk Time (AGENT): 91122 ms
Total Talk Time (CUSTOMER): 53002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7bfa3e2d-e8e6-4ace-971e-250136839259_20250613T17:29_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] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02185085 M like Mary L like Larry 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that this particular policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] But there is an active policy. Um, let me get that policy number for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Um, 233-7102.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, give me one second. I'm sorry if you can repeat that one more time for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, 233.
[AGENT][NEUTRAL] 7102.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And that's been effective.
[CUSTOMER][NEUTRAL] And when did that one become effective? Sorry, yeah.
[AGENT][NEUTRAL] Um, since, it's OK, since [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, this particular patients coming in for an outpatient procedure. I wanted to get the benefits and eligibility for that, please.
[AGENT][NEUTRAL] Outpatient surgery. OK, hold on one moment.
[AGENT][NEUTRAL] And just for the call again all the information provided is a verification of benefits, not a guarantee of payment. So for outpatient, um, sorry, the outpatient benefit max per calendar year is up to $1000.
[AGENT][NEUTRAL] Did you want me to see if any of that has been used for the year?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please if you could.
[AGENT][NEUTRAL] Uh, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for [PII], none of the benefits have been used, so she still has the full 1000 towards the outpatient surgery.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I'm sorry, your, your name again was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, I wasn't sure, thank you, [PII], so much for your help. OK, that would actually be all. Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Have a great weekend. Bye bye.
[CUSTOMER][NEUTRAL] You too goodbye.