AccountId: 011433970860
ContactId: 8a032a73-5adb-45ff-bff8-6a9d9c5a0440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158309 ms
Total Talk Time (AGENT): 67890 ms
Total Talk Time (CUSTOMER): 77673 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8a032a73-5adb-45ff-bff8-6a9d9c5a0440_20250613T17:36_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] Yeah
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII]. Actually, I just want to know eligibility of the patient and benefit.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and benefits. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 02448915, M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Now, my name is [PII]. Date [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] And plan.
[CUSTOMER][NEUTRAL] And plant type?
[AGENT][NEUTRAL] It's a Medlink supplemental insurance.
[CUSTOMER][NEUTRAL] Main supplemental Insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh uh OK. Now, can you tell me, uh, will you cover uh primary insurance responsiilities like co-pay, co-insurance and deductible?
[AGENT][NEUTRAL] Yes, we pay towards the copay, co-insurance and deductible after primary.
[AGENT][NEUTRAL] Of covered charges.
[CUSTOMER][NEUTRAL] So you will cover everything.
[AGENT][NEUTRAL] Of covered charges. So you considered outpatient?
[CUSTOMER][POSITIVE] And tell me this very nice.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the benefit is up to $500 per calendar day that we will pay towards outpatient expenses.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] So you will cover up to $500 per day.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Correct, we pay for the co-insurance, deductible, and the co-pay.
[CUSTOMER][NEUTRAL] OK, so $500 per day. OK then, thank you. Uh, now,
[CUSTOMER][NEUTRAL] OK, now, uh what is the name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] Initial last name?
[CUSTOMER][NEUTRAL] OK, now just waiting call reference number.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you.