AccountId: 011433970860
ContactId: a84fd36a-0fbe-4d5c-a0f8-a833a303f92d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163039 ms
Total Talk Time (AGENT): 49970 ms
Total Talk Time (CUSTOMER): 79419 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a84fd36a-0fbe-4d5c-a0f8-a833a303f92d_20250512T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, how are you doing today? My first name is [PII]. My last name is [PII].
[CUSTOMER][NEUTRAL] I'm calling to check the benefits on the pension.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, is, uh, yes, so the benefits is gonna be for an MRI. So I'm just calling to check, to check her benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, group number is 80104.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Is that the, uh, I don't, give me one second.
[CUSTOMER][NEUTRAL] Let me bring the scheduling lady on the phone, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry for the wait. Hello?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No worries, we're here. Yeah, so you don't see a policy number because the, the group number doesn't work. They need a policy number. What is usually the policy number on um, on the gap insurance, ma'am?
[AGENT][NEUTRAL] It's on the front of the card. It would say inpatient or outpatient benefit cert number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, I have that.
[CUSTOMER][NEUTRAL] I have that um the number is 0. OK, do you want the in hospital benefits cert number or the outpatient benefit cert number?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] Both. OK. So 02563774 M like Mary L like Lima 8.
[AGENT][NEUTRAL] Thank you for that and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient the per day maximum is $750.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] $750 per day. Can I have a reference for this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You too.