AccountId: 011433970860
ContactId: a6eb0c1d-23bb-43d6-be0a-f59511888335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169779 ms
Total Talk Time (AGENT): 88913 ms
Total Talk Time (CUSTOMER): 55983 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a6eb0c1d-23bb-43d6-be0a-f59511888335_20250205T21:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII] last [PII], and I'm calling to verify benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits this afternoon. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 1446702 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], and [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you are needing eligibility and benefits for [PII], and I can help you with that. Now, actually, [PII], this policy is no longer active.
[AGENT][NEUTRAL] The policy termed on [PII]. She does have active coverage under another policy number. Can I provide you her active policy information?
[CUSTOMER][POSITIVE] Oh yes, that would be very nice of you. Hold on one second.
[AGENT][POSITIVE] All right, take your time.
[CUSTOMER][NEUTRAL] So I have
[AGENT][NEUTRAL] As of [PII], her active policy number is 197.
[AGENT][NEUTRAL] 3189.
[CUSTOMER][NEUTRAL] 197.
[CUSTOMER][NEUTRAL] OK, and is there a M as in Larry, you're not in an 8 after that?
[AGENT][NEUTRAL] It's not required, as long as we have that policy number available.
[CUSTOMER][POSITIVE] All right, got you.
[CUSTOMER][NEUTRAL] Got it. Alright, OK, and you said that was effective [PII]?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And this is her secondary policy to her major medical insurance.
[CUSTOMER][NEUTRAL] Active.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Outpatient, um, diagnostic X-ray.
[AGENT][NEUTRAL] Alright, she does have outpatient coverage up to $500 per calendar day.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Alright, and what is a reference number I can use for this call today?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Alright, thank you very much you have a wonderful day, [PII].
[AGENT][POSITIVE] Notorious, it's been such a pleasure to help you with those benefits. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.