AccountId: 011433970860
ContactId: 86b034c9-ea04-4d42-91a9-021062686cf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206479 ms
Total Talk Time (AGENT): 75255 ms
Total Talk Time (CUSTOMER): 72651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/86b034c9-ea04-4d42-91a9-021062686cf4_20250620T21:11_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] Ms. [PII], my name is [PII]. I'm calling from Nicholas T's house. I'm trying to verify eligibility for one of your members.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. It's [PII] excuse me, [PII].
[AGENT][POSITIVE] Thank you and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] No, I have uh American Public Life. I have an insured number, coverage name, group number, effective date. Um, I do. You're ready for that in hospitals benefit certificate number? It's gonna be 0249.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 7609.
[CUSTOMER][NEUTRAL] Mike Lima 7.
[AGENT][NEUTRAL] Thank you, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The patient or the actual subscriber?
[AGENT][NEUTRAL] Um, the patient's first, yeah, the patient's first and last name and date of birth is fine.
[CUSTOMER][NEUTRAL] The patient's first name is [PII], that's [PII] The last name is [PII]
[AGENT][NEUTRAL] Thank you for that and the date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is.
[CUSTOMER][NEUTRAL] [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 has been active since since [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what are these members' benefits?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So are you considered inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Um, so for outpatient, the policy will pay up to $2500 per calendar year.
[AGENT][NEUTRAL] Do you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] Alright, so [PII] has not used any of the benefits for [PII].
[CUSTOMER][POSITIVE] Perfect. Do you generate uh reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII], my first name is [PII]
[CUSTOMER][NEUTRAL] [PII] OK, so then [PII] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. You have a wonderful day.
[AGENT][NEUTRAL] You also, is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, you've been great.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.