AccountId: 011433970860
ContactId: a2fb2302-fc18-44f2-910f-b8a24e3e6d6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105569 ms
Total Talk Time (AGENT): 51468 ms
Total Talk Time (CUSTOMER): 42705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a2fb2302-fc18-44f2-910f-b8a24e3e6d6d_20250423T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling API
[CUSTOMER][NEUTRAL] Hi there, I just need to um verify a patient's accumulations please.
[AGENT][NEUTRAL] Oh, how much of their benefits they've used you mean?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I can check that for you um what was your name?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII], my last initials [PII], and I'm with uh Hillcrest Medical Center in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you OK and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it 02576659.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah it's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], and that total calendar year maximum is $500 with a $50 deductible that does not apply to preventative expenses. Give me just a moment, let me see if any of that has been used or met.
[AGENT][NEUTRAL] OK, so none of that has been used uh or met so far this year.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, you said the out of pocket was 500?
[AGENT][NEUTRAL] No, uh, that's the uh benefit maximum, so the maximum benefit amount we would pay.
[CUSTOMER][POSITIVE] Got you OK all right that sounds exactly what I needed to know. I appreciate your help today. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too mm bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.