AccountId: 011433970860
ContactId: 8fb799c6-c8b1-4d76-8b51-7f9c68680a28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187500 ms
Total Talk Time (AGENT): 91855 ms
Total Talk Time (CUSTOMER): 71221 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8fb799c6-c8b1-4d76-8b51-7f9c68680a28_20250506T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, uh, my name is [PII] from provider's office. I have one patient. I'm just looking for a benefit for that.
[AGENT][NEUTRAL] OK, I could check those benefits for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], can I get a good call back number from you first?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have. It's 022 03919 M for [PII] 7.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, sure. Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] Uh, so this policy is active. Effective date was oh excuse me, uh, [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[CUSTOMER][NEUTRAL] Oh, excuse me, uh, [PII].
[CUSTOMER][NEUTRAL] And this is a 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we we needing to look at inpatient or outpatient benefits Max?
[CUSTOMER][NEUTRAL] For outpatients.
[AGENT][NEUTRAL] OK, the outpatient benefit is $6000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Oh it's my calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] has used $5,333.06 so far this year of that outpatient benefit.
[CUSTOMER][NEUTRAL] Uh, how many cents?
[AGENT][NEUTRAL] A 6, so 0.06.
[CUSTOMER][NEUTRAL] OK, 5,333.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much for this information. May I know your first name and last name?
[AGENT][NEUTRAL] Oh sure, so that's uh my name is spelled [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] A last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Sorry, uh, please hold on. Your voice is breaking. Your voice is breaking. Could you one more time repeat?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK. And what about the reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date.
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much. Have a great day. Bye.
[AGENT][POSITIVE] Hi, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.