AccountId: 011433970860
ContactId: ac448330-3637-42e1-be29-f6e04f4ac584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107620 ms
Total Talk Time (AGENT): 58910 ms
Total Talk Time (CUSTOMER): 35444 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/ac448330-3637-42e1-be29-f6e04f4ac584_20250102T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, hi, good afternoon. I'm calling for [PII] to get some benefits for uh patients.
[AGENT][NEUTRAL] OK, yeah, I can look at benefits for you. Uh, what was your name?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0161.
[CUSTOMER][NEUTRAL] 1835.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, his name is uh [PII].
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Are we need need to check outpatient benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $1500 max per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, perfect, can I have a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much have a good day.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.