AccountId: 011433970860
ContactId: 8a7da432-86ae-4c3b-ae47-1229cf47b2f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232179 ms
Total Talk Time (AGENT): 123690 ms
Total Talk Time (CUSTOMER): 100901 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8a7da432-86ae-4c3b-ae47-1229cf47b2f1_20250124T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm looking to verify the eligibility and benefits for a member's secondary policy.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course that's gonna be [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 022-062918.
[AGENT][NEUTRAL] Alright, thank you. And what's the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Um, that's not the first I've got.
[CUSTOMER][NEUTRAL] Oh sorry, uh, [PII]. Did I say that? I don't know.
[AGENT][NEUTRAL] Mm mm no that's not what I've got. Let's see, um, can you verify the uh mailing address?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, I have here um [PII].
[AGENT][NEUTRAL] OK, yes, that's what I got. We've got the date of birth as of [PII], um, but this policy terminated of [PII]. If you'll give me one moment then I'll see if she has one that's active, might be a different policy number.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so yes, she does have one that's active. Um, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, good to go.
[AGENT][NEUTRAL] OK, uh, this new policy number is 02.
[AGENT][NEUTRAL] 32
[CUSTOMER][NEUTRAL] It's still your deductible that you.
[AGENT][NEUTRAL] 9710.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And the effective date just picked up for that other one left off of [PII]. Um, I would let her know we do have, um, and this was for [PII], correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yeah, we, we've got her date of birth is [PII], um.
[AGENT][NEUTRAL] But um we can, yeah, maybe she should give us a, give us a call maybe if that's wrong. um OK, so yes, as this is a secondary medical policy, it is designed to help with uh co-pay, deductible and co-insurance after major medical pays and are we needing to check the outpatient benefits?
[CUSTOMER][NEUTRAL] It's really strange, yeah, I'll make a note of that here.
[CUSTOMER][POSITIVE] Yeah, for sure.
[CUSTOMER][NEUTRAL] Yes, for outpatient mhm.
[AGENT][NEUTRAL] OK, all right, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, the outpatient benefit is $3500 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][NEUTRAL] OK, none of that has been used so far this year.
[CUSTOMER][POSITIVE] Excellent. Just making a note of that then just confirming the uh coverage basis here $3500 of which nothing has been met, is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][POSITIVE] Awesome, [PII]. Well, should be wrapping up then uh may I have a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's been all you've been great. I really do appreciate your time, OK.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APO. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][NEUTRAL] Bye bye.