AccountId: 011433970860
ContactId: 900e0f2c-6365-46b9-b980-01a1acb006d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140580 ms
Total Talk Time (AGENT): 77461 ms
Total Talk Time (CUSTOMER): 53920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/900e0f2c-6365-46b9-b980-01a1acb006d3_20250515T16:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling with about this outpatient. I'm calling in reference to a mutation. I'm trying to obtain outpatient benefit under this member's plan.
[AGENT][NEUTRAL] Of course, I could check those outpatient benefits for you. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02497627 M as in Mike, L as in Lima, A.
[AGENT][NEUTRAL] Got it and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], date of birth on [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [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] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That outpatient benefit is $7900 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You say 700, I'm sorry. Can you say that one again?
[AGENT][NEUTRAL] 7, that's OK, yeah, 7900.
[CUSTOMER][POSITIVE] 900. OK. Thank you so much. I'm sorry.
[AGENT][NEUTRAL] Of course and uh [PII] has not used any of that benefits so far this year.
[CUSTOMER][POSITIVE] Beautiful. And the last thing I may need is gonna be just a reference number and the initial to your last name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Oh, is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][POSITIVE] That will be the reason for today. I truly appreciate your help.
[AGENT][POSITIVE] Of course, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you, ma'am. Mm bye.
[AGENT][POSITIVE] Thank you. Bye bye.