AccountId: 011433970860
ContactId: 9e74d43b-5491-4b63-b0d0-46b49436a765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173779 ms
Total Talk Time (AGENT): 79582 ms
Total Talk Time (CUSTOMER): 57492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9e74d43b-5491-4b63-b0d0-46b49436a765_20250424T17:38_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][NEUTRAL] [PII], hi, I need outpatient benefits on a on a patient please.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the outpatient benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Um, [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02385301.
[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] Um, [PII], [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]. And hold on one moment, I'm just waiting for the benefits to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for outpatients, the policy will pay up to $3750 per calendar year.
[AGENT][NEUTRAL] There is a
[CUSTOMER][NEUTRAL] Up to $3750 per calendar year.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is a $250 deductible per calendar year.
[AGENT][NEUTRAL] Um, for emergency rooms, the emergency room deductible is $500 per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $500 emergency room.
[CUSTOMER][NEUTRAL] Deductible.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] For what now?
[AGENT][NEUTRAL] Um, per current.
[CUSTOMER][NEUTRAL] Occurrence, OK.
[CUSTOMER][NEUTRAL] Has any of the deductible for um the year been met?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] 850.
[AGENT][NEGATIVE] So far for [PII], he has not used any of the um benefits.
[CUSTOMER][NEUTRAL] OK, and pre-search not required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again my name is [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day.
[AGENT][NEUTRAL] You also [PII], was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.