AccountId: 011433970860
ContactId: ac354dcf-1b04-4857-a72d-e2f1faab660c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163789 ms
Total Talk Time (AGENT): 68572 ms
Total Talk Time (CUSTOMER): 47029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ac354dcf-1b04-4857-a72d-e2f1faab660c_20250203T14:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII]. Our initial so my last name is [PII], and I was calling to check, um, eligibility and benefits on a member.
[AGENT][NEUTRAL] OK. [PII] spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um, no, at an outpatient hospital facility.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1,445,050, M as in mom, L as in Mary, 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 246.
[AGENT][NEUTRAL] 7420.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show the policy effective date.
[AGENT][NEUTRAL] It's [PII] policy is active at this time.
[AGENT][NEUTRAL] And we're looking for outpatient facility benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get that information for you.
[AGENT][NEUTRAL] OK, the maximum outpatient benefit is up to $5000 per calendar year per covered person and up to $15,000 per calendar year for all covered persons combined.
[AGENT][NEUTRAL] And of course the information provided is verification, not a guarantee of payment looks like this is an individual policy, um, and did you have any other questions I can assist with today?
[CUSTOMER][NEUTRAL] Um, no, has the member made anything towards those $5000?
[AGENT][NEUTRAL] No, not, not at this time.
[CUSTOMER][POSITIVE] OK, OK, perfect. Well, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] No, you're welcome. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] Um, no, thank you so much.
[AGENT][POSITIVE] All right, all right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right, likewise bye bye.