AccountId: 011433970860
ContactId: a66046bf-5604-4d7d-bcca-ca3a8ac9d5eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177729 ms
Total Talk Time (AGENT): 83749 ms
Total Talk Time (CUSTOMER): 58352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a66046bf-5604-4d7d-bcca-ca3a8ac9d5eb_20250409T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, you said your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII]. And can I have your initial [PII]?
[AGENT][NEUTRAL] Last initial is A.
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Doctor [PII]'s office. I would just like to get benefits information for one of our patients.
[AGENT][POSITIVE] Sure, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the card, but it doesn't have, is it payer ID?
[AGENT][NEUTRAL] No, um, do you see where it says, um, in a hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yup, um, I got it. Do you need outpatient?
[AGENT][NEUTRAL] OK, yes, either one of those.
[AGENT][POSITIVE] Either one is perfectly fine.
[CUSTOMER][NEUTRAL] All right. 02 02597476 Mama Lima 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and we're really needing to look at the inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims and so as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays. The outpatient benefit is $4000 max per calendar year, and if you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] 476.
[CUSTOMER][NEGATIVE] So far
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and none has been used so far this year?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What's the reference number for this call?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] That will be all thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.