AccountId: 011433970860
ContactId: 89752523-f25b-439d-a10c-7be4d1b5b8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194910 ms
Total Talk Time (AGENT): 115951 ms
Total Talk Time (CUSTOMER): 47589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/89752523-f25b-439d-a10c-7be4d1b5b8ac_20250410T18:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to verify outpatient benefits for this um patient.
[AGENT][POSITIVE] [PII], I'll be glad to help you. Go ahead and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] The policy number is 02168478M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now, your patient's name and date of birth today please, ma'am.
[CUSTOMER][NEUTRAL] Sure. Um, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you so much for all that information. Looks like [PII] is the insured on this medical supplemental plan. Do show the original effective date is [PII] current policy is active, but I must advise that verification of coverage is not a guarantee payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, what type of benefit are you needing today, outpatient you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, let me get over to that screen. Let's see. OK, now, of course, [PII], what we are is just her medical supplemental plan. So the only thing that we would pick up and pay on is anything for sickness or injury that is applied towards her deductible copay, excuse me, excuse me. Her deductible co-pay or co-insurance and her primary insurance carrier. Now, uh, do you know what she, is she haven't done?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, it would be an MRI. It would be picking up the copay for the MRI.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, let's see then for outpatient, looks like she has a zero deductible, no pre-cert, and a $2000 benefit payable per calendar year.
[CUSTOMER][NEUTRAL] Has she used anything towards that um $2000?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, looks like she has used $80 of that benefit as of today, [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. Do you have a reference number for the call by any chance?
[AGENT][NEUTRAL] Mr [PII].
[AGENT][NEUTRAL] All that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alrighty. Well, [PII], we don't give reference numbers, but you can use my name in today's date if you need to do so. And my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You as well, [PII] and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.