AccountId: 011433970860
ContactId: 95c484c4-309a-41a8-9e5a-fef2b2d3dd29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150410 ms
Total Talk Time (AGENT): 78463 ms
Total Talk Time (CUSTOMER): 31299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/95c484c4-309a-41a8-9e5a-fef2b2d3dd29_20250612T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify outpatient benefits for patients.
[AGENT][NEUTRAL] OK, I'm sorry it's a little bit difficult to hear you uh we're needing to check outpatient benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02462077 ML8
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I apologize, [PII], I think I might have misheard that policy number. Could you repeat that, please?
[CUSTOMER][NEUTRAL] Yes, uh 02462077 ML8.
[AGENT][NEUTRAL] 077. OK, I apologize one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, there we are, thank you for that. OK, 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] Sure.
[AGENT][NEUTRAL] The outpatient benefit is $2000 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so they have used $874.62 so far this year.
[CUSTOMER][POSITIVE] Perfect. And can I get a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date and so my name is spelled [PII] A R A. Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] All right thank you you too bye bye.