AccountId: 011433970860
ContactId: 911e2493-ebb4-4f1b-a40b-9609f5401422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126980 ms
Total Talk Time (AGENT): 67830 ms
Total Talk Time (CUSTOMER): 29480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/911e2493-ebb4-4f1b-a40b-9609f5401422_20250415T17:38_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][POSITIVE] I'm trying to get the benefits for a patient.
[AGENT][POSITIVE] OK, well, I can help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 607-8999
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII], I'm sorry.
[AGENT][NEUTRAL] Since [PII], and you said you needed to go over benefits.
[CUSTOMER][NEUTRAL] Can you just fax them or email them?
[AGENT][POSITIVE] Yes, I can send you a copy of the fax back, almost a good fax number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What's that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, I'm sorry about that.
[AGENT][NEUTRAL] Oh, no, you're fine. Um, so I'll go ahead and fax this over to you now, so you'll see the calendar year max, deductible, all the frequencies, limitations, the ways to file a claim, and then there's a list of covered codes and the amount that would be applied to that code. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.