AccountId: 011433970860
ContactId: a503fbad-3664-4895-b6f5-f8d314eb2281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144979 ms
Total Talk Time (AGENT): 69620 ms
Total Talk Time (CUSTOMER): 42929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a503fbad-3664-4895-b6f5-f8d314eb2281_20250310T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility innovation, please.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 608-011.
[AGENT][NEUTRAL] OK, that's our um payer ID. The policy number is the outpatient number on the card.
[AGENT][NEUTRAL] Outpatient certificate number.
[CUSTOMER][NEUTRAL] That is the number she gave me and I don't have the card actually. Would you be able to pull it up by name and date of birth?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or even social as social?
[AGENT][NEUTRAL] Yeah, what's the social?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And please verify her name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I have her policy number here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. The policy number is 02589498.
[AGENT][NEUTRAL] And the effective date on the policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $1000 per day and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. That was all I needed. [PII]. Thank you so much for your help and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Mhm. Thank you again for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Goodbye.