AccountId: 011433970860
ContactId: 9002669c-15af-47d5-a94d-28613ecefe56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176100 ms
Total Talk Time (AGENT): 60246 ms
Total Talk Time (CUSTOMER): 55852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9002669c-15af-47d5-a94d-28613ecefe56_20250527T20:32_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] Hey [PII], can I verify Ms. [PII]'s, um,
[CUSTOMER][NEUTRAL] API policy active effective for this year.
[AGENT][NEUTRAL] Sure, I can help you with the eligibility and may I have a good contact number in case we're disconnected and your name?
[CUSTOMER][NEUTRAL] [PII], that's my direct line.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, and thank you, may I have um the member's policy number?
[CUSTOMER][NEUTRAL] 02552104
[CUSTOMER][NEUTRAL] [PII], but I'm calling about Angel on the plan. Can you tell me?
[AGENT][NEUTRAL] Yes, hold on one moment. I'm just waiting for the policy to come up here.
[AGENT][NEUTRAL] And can you verify Angel's date of birth?
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh, active.
[CUSTOMER][NEUTRAL] [PII] still covers all co-pays, deductible and co-insurance.
[AGENT][NEUTRAL] Yes, we pay towards the copay, deductible and co-insurance of covered charges after primary.
[CUSTOMER][NEUTRAL] And how much for the annual year does he have since this is a family plan?
[AGENT][NEUTRAL] Um, are you all considered outpatient?
[CUSTOMER][NEUTRAL] Yes, we are specialists, medical specialist outpatients.
[AGENT][NEUTRAL] Alright, so the policy will pay up to $7350 per calendar year. Hold on one moment, let me see if any of that has been used.
[AGENT][NEGATIVE] And so far she has not used any of the benefits for [PII].
[CUSTOMER][NEUTRAL] So does that split two ways then since it's 2 people on the plan?
[AGENT][NEUTRAL] No, that's per person.
[CUSTOMER][NEUTRAL] OK, 7350 0 U.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What was your name and the reference for the phone call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and again, that's [PII] initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good day. Bye-bye for now.
[AGENT][POSITIVE] You're welcome