AccountId: 011433970860
ContactId: 85c12bda-f4db-4a15-927f-af0d730f3409
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137869 ms
Total Talk Time (AGENT): 69787 ms
Total Talk Time (CUSTOMER): 47755 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/85c12bda-f4db-4a15-927f-af0d730f3409_20250409T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, good morning. I need to know if a patient is active with you all.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0225.
[CUSTOMER][NEUTRAL] 8741 M as in monkey, L as in lemon and the number 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect thank you verify that uh so the.
[AGENT][NEUTRAL] Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, perfect. Um, how much, uh, uh, how much do you guys cover up to? Like how much does she have for outpatient?
[AGENT][NEUTRAL] Outpatient, OK, give me just a moment. I will check that for you. Of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $1500 per calendar year, and if you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. And what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] AAA and can I get a reference number for the call, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate it. Hope you have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you do too thank you bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye bye.