AccountId: 011433970860
ContactId: 9f03a46e-5556-45f9-96b8-4b28558a4658
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133259 ms
Total Talk Time (AGENT): 60928 ms
Total Talk Time (CUSTOMER): 29790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9f03a46e-5556-45f9-96b8-4b28558a4658_20250520T12:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. I was calling to get outpatient benefits for a member.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] 02255842.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] And do they have the full amount available?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, so far he's used.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] OK. Thanks for your patience. Um, so far, he has used $70.32.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mm