AccountId: 011433970860
ContactId: 7c9fbf9e-bd14-4e7a-ab61-5ea8c4683c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151179 ms
Total Talk Time (AGENT): 50532 ms
Total Talk Time (CUSTOMER): 63788 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7c9fbf9e-bd14-4e7a-ab61-5ea8c4683c93_20250502T14:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I need to check some benefit eligibility for a pension.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I could get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEGATIVE] Uh, the what? Excuse me? You don't understand that.
[AGENT][NEUTRAL] I need the patient's policy number.
[CUSTOMER][NEUTRAL] Thank you. It's 02359542 M as in mom, L as in Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient benefits for forming here in the specialist office.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar your maximum is $1500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] $1500 so.
[CUSTOMER][NEUTRAL] Um, it's just want to ask you, uh, it will be cover, uh, private insurance deductible or not?
[AGENT][NEUTRAL] Treatment and procedures are covered, so um the only thing that wouldn't be covered is the co-pay associated with the physician's charges.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Copy associated charge. OK, perfect. Thank you. Can I have the reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate your help. Enjoy the rest of your day.
[AGENT][POSITIVE] Thank you for calling ACL. You too, thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.