AccountId: 011433970860
ContactId: abcfc6fb-d462-4790-8e08-717eb47f34bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189440 ms
Total Talk Time (AGENT): 83803 ms
Total Talk Time (CUSTOMER): 77419 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/abcfc6fb-d462-4790-8e08-717eb47f34bc_20250311T18:10_UTC.wav
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[CUSTOMER][NEUTRAL] If I see
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from ambulatory diagnostic center. I need to check a patient's gap policy.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the member's policy. Are you needing eligibility and benefits or one or the other?
[CUSTOMER][NEUTRAL] Um, both.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02585139
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Please get her back on the.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing this particular policy is no longer active. Um, it was effective only for
[AGENT][NEUTRAL] Looks like for one day, [PII], but there's an active policy that became effective on [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, it's 259.
[CUSTOMER][NEUTRAL] 259.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Mhm. 583 9.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK it's 259-583-9.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and that policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Can I get benefits for outpatient?
[AGENT][NEUTRAL] Oh, sure, hold on one moment.
[CUSTOMER][NEUTRAL] I don't see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The only pet that I had with [PII] was the one that I asked her mother, but I wrote it in and she asked me and I verified and everything.
[CUSTOMER][NEUTRAL] But I told them I'm like if they don't like.
[AGENT][NEUTRAL] So the um calendar year max is $4000 per covered insured per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Alright, hold on one moment. And so far for [PII], she's not used any of the benefits.
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] And your first name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, no
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Thanks for calling API. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.