AccountId: 011433970860
ContactId: a1545c9d-5338-4761-a353-1a961a75155b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194130 ms
Total Talk Time (AGENT): 88477 ms
Total Talk Time (CUSTOMER): 75989 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a1545c9d-5338-4761-a353-1a961a75155b_20250430T14:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, can you spell your name for me please? I didn't catch it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, thank you, [PII]. Yes, my name is [PII] and the callback number is [PII]. It is a direct line.
[AGENT][NEUTRAL] How can I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Um, I was just calling in to check, um, amounts on a, on a gap plan.
[AGENT][NEUTRAL] Sure, I can assist you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] That one
[CUSTOMER][NEUTRAL] Is 02.
[CUSTOMER][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] 3480, Mike Lima 8.
[AGENT][NEUTRAL] Could you verify your mailing OK, you said 2,473,480?
[CUSTOMER][NEUTRAL] Yeah, 02473480. Michael Lima 8.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And you said that you're calling in regards to your policy. Are you the provider or the insured?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I'm a provider.
[AGENT][NEUTRAL] Got you, so you're calling to verify benefits eligibility for a patient. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility. This member's policy has been active since [PII] and it's currently active. And [PII], what benefits are you inquiring about inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] But the member's policy has outpatient benefits of $1500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? 1500 per calendar day. 15, no, no, no, no, no. I said 1500 per calendar day. 1500, 1500.
[CUSTOMER][NEUTRAL] So 500 per day you said right?
[CUSTOMER][NEUTRAL] 500 and
[CUSTOMER][NEUTRAL] 800 per calendar there.
[CUSTOMER][NEUTRAL] 600.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Per calendar.
[CUSTOMER][NEUTRAL] So there's no remaining amount, right? Because that'll be per calendar day or.
[AGENT][NEUTRAL] And this
[AGENT][NEUTRAL] Yes, that is correct per calendar day for each day of the week, Monday, Tuesday, Wednesday, Thursday, Friday, each day.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alrighty, um, can I just get your last name initial, and also a reference number for this call, please?
[AGENT][NEUTRAL] [PII], we don't provide reference numbers. You can use my name and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Got you. No, [PII], that'll be all for today. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.