AccountId: 011433970860
ContactId: 811c6d73-87ed-42b9-9d75-3b712164ab6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179300 ms
Total Talk Time (AGENT): 107408 ms
Total Talk Time (CUSTOMER): 57660 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/811c6d73-87ed-42b9-9d75-3b712164ab6a_20250519T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. How are you?
[AGENT][POSITIVE] I'm great. How about you today?
[CUSTOMER][NEUTRAL] I can't complain, it's tomorrow, but it's Monday.
[AGENT][POSITIVE] That's true. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, what are the verify benefits on a mutual insured?
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Sure, uh, my name is [PII].
[CUSTOMER][NEUTRAL] First initial is [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02450104.
[AGENT][NEUTRAL] Well, [PII], thank you for that information. Now, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. How do you spell your name? I do apologize.
[AGENT][NEUTRAL] No, that's OK. Uh, my name is spelled [PII]
[CUSTOMER][NEUTRAL] Oh, OK, [PII]. OK, first initial of your last name [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] [PII], wonderful.
[AGENT][NEUTRAL] Yes, ma'am. Now, what's your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Looks like [PII] is the insured on this medical supplemental plan to show the original effective date. It's [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you were checking some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Right, outpatient benefits mhm she's gonna have an ultrasound of the breast.
[AGENT][NEUTRAL] All right, let me get that. OK, let me get that benefit pack pulled up. All right, let's see. Now, of course, yes, ma'am. Now, of course, what we all is just her medical supplemental plan. So the only thing that we will pick up and pay on is anything for sickness and injury that is applied towards your deductible, co-pay, or co-insurance at her primary insurance carrier. We don't pay for anything routine here no matter what.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now outpatient benefit here is going to be a zero deductible, no pre-cert, and a $750 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] Oh, OK, so 750 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, wonderful. OK.
[AGENT][NEUTRAL] Yes, ma'am. Is that all I can have information for you today, sir?
[CUSTOMER][NEUTRAL] OK, has she.
[CUSTOMER][NEUTRAL] No, that is it. Um, just wanted to verify it. Wonderful. OK.
[AGENT][NEUTRAL] Well, right.
[AGENT][POSITIVE] Well, yes, ma'am. Well, thank you so much for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh no you as well take care bye bye.
[AGENT][POSITIVE] I will, thank you