AccountId: 011433970860
ContactId: 9e659d11-c66b-4fa9-b3ee-672b37056301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155130 ms
Total Talk Time (AGENT): 70698 ms
Total Talk Time (CUSTOMER): 35274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9e659d11-c66b-4fa9-b3ee-672b37056301_20250403T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Um, yes, I'm trying to get benefits for one of your members.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 023-07669.
[AGENT][NEUTRAL] OK, thank you. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 2800 per calendar year. And that's for the co-insurance, um, the deductible and co-pay after the primary insurance processes the claim.
[AGENT][NEUTRAL] And there is a $100 deductible that needs, well, she's met the deductible already.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the coverage is 2800 per calendar year.
[CUSTOMER][NEUTRAL] 0, 800 let me fix that real quick.
[CUSTOMER][NEUTRAL] All right, I just need a call reference number.
[AGENT][NEUTRAL] OK, so the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] My last initial is [PII] and today's day. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope that'll be all thank you so very much you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.