AccountId: 011433970860
ContactId: 8756ba3d-455f-448a-9eab-41484748e439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190490 ms
Total Talk Time (AGENT): 103014 ms
Total Talk Time (CUSTOMER): 66172 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8756ba3d-455f-448a-9eab-41484748e439_20250624T16:04_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, you said your name was [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling from Venture Ambulatory Surgery Center. I was calling to verify members' benefits and eligibility.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, policy number is 021-75352 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Uh date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, he does have one that is currently active, uh, that effective date just picked up for that other left off, um, let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, that is 02611884.
[CUSTOMER][NEUTRAL] OK. So that's 0261.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 11884.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's the effective date for this one?
[AGENT][NEUTRAL] Uh, that one was [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, uh, not a problem. OK, so you just, OK.
[AGENT][NEUTRAL] Yeah, just picked up where the other left off alrighty and then of course this is a secondary medical policy, so it is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what let's see, of course I will let you know verification of coverage is not a guarantee of payment for claims. So for this policy, the inpatient and outpatient benefits uh are combined, uh, so per calendar year that total benefit amount is $6000 max. If you'll give me one moment, I will go ahead and see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] OK, so of that benefit he has used $150.
[CUSTOMER][POSITIVE] OK. All right. Thank you very much. And just a reference number for this call, then we're all set for today.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] and there wasn't anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was all. Thank you very much. Have yourself a good rest of your day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.