AccountId: 011433970860
ContactId: ad446655-ba34-4623-a399-56f7f272e1d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164139 ms
Total Talk Time (AGENT): 67967 ms
Total Talk Time (CUSTOMER): 39250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ad446655-ba34-4623-a399-56f7f272e1d6_20250326T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I need to verify if one of your policyholders is still active.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, name is gonna be [PII] last name initial [PII], and that phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02519622.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] with a date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. Would you be able to tell me their outpatient facility, um.
[CUSTOMER][NEUTRAL] Yearly allowance and how much of that is used.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So the calendar year max for outpatient expenses is $5000 per person per calendar year. Um, let me see if it needs to be used. Hold on one moment.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Sorry, I'm just getting the total. Hold on one moment.
[CUSTOMER][NEUTRAL] I'm fine, take your time. Mhm.
[AGENT][NEUTRAL] Alright, so of the $5000 for the year, he's used $3,824.40 leaving a remainder of $1,175.60 left for the year.
[CUSTOMER][POSITIVE] Perfect. Thank you. And that's everything I need. If I can just get a reference number.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL Rudy. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.