AccountId: 011433970860
ContactId: 81cf0dae-5b71-4c5d-bf11-eb0cf2512eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170130 ms
Total Talk Time (AGENT): 56227 ms
Total Talk Time (CUSTOMER): 76235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/81cf0dae-5b71-4c5d-bf11-eb0cf2512eb5_20250507T19:44_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] Hello [PII]. My name is [PII]. I'm calling from Advent Health and I'm needing to verify coverage as a supplement for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you um with the coverage, and I, may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, my contact number is [PII]. That's a direct line.
[CUSTOMER][NEUTRAL] And what was it else you needed?
[AGENT][NEUTRAL] Um, the member's policy number.
[CUSTOMER][NEUTRAL] OK, policy number is, let's see here.
[CUSTOMER][NEUTRAL] Does it show let me go over here.
[CUSTOMER][NEUTRAL] Hold on one second, I apologize.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] M as in Mary, I L as in Larry, number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, 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. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it was inpatient medical as a secondary.
[AGENT][NEUTRAL] All right, so for inpatient, the policy will pay up to $6000 per calendar year. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And she has not used any of the benefits for [PII], so she still has that full balance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And [PII], what's uh the first initial of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, and is there a specific reference number for my call?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful. OK, thank you very much then that's all I need for today.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL on this. I hope you have a great evening.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.