AccountId: 011433970860
ContactId: aea30222-3d43-47dd-84bf-beb9fd533cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119040 ms
Total Talk Time (AGENT): 54295 ms
Total Talk Time (CUSTOMER): 36971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/aea30222-3d43-47dd-84bf-beb9fd533cef_20250305T21:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the OSF Financial clearance department. I'm just calling to get eligibility and benefits as I see this is a secondary policy on a patient's account.
[AGENT][POSITIVE] Yes, and I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, that's 0235.
[CUSTOMER][NEUTRAL] 0207.
[AGENT][NEUTRAL] 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] [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].
[AGENT][NEUTRAL] And what type of benefits that you want to go over today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] For a CT scan.
[AGENT][NEUTRAL] So for outpatient, the policy would pay up to $3500 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if it's been used?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far she has not used any of the benefits.
[CUSTOMER][POSITIVE] Perfect, thank you. Is there a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. You have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.