AccountId: 011433970860
ContactId: aed0de9b-ebcd-4f18-96bb-27beb99cbefe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181350 ms
Total Talk Time (AGENT): 92549 ms
Total Talk Time (CUSTOMER): 72720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/aed0de9b-ebcd-4f18-96bb-27beb99cbefe_20250116T21:44_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I am calling from a provider to verify a member supplemental coverage.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Yes. Um [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the member?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02464700 ML 8.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it'd be my pleasure pleasure to help you with eligibility and benefits. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Actually, the policy number you gave me is not an active policy number. Can I give you her, her active policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me get that pulled up. That active policy number is 184.
[AGENT][NEUTRAL] 576 6.
[CUSTOMER][POSITIVE] Thank you so much. Is the group number the same still, or did the group number change? I have 15493.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is the same.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um do you happen to have their max benefit amount for outpatient services?
[AGENT][NEUTRAL] Absolutely, I can provide those benefits. Now all benefits given over the phone is a verification of coverage, not a guarantee of payment. She does have a calendar year max of $7900. That is a verification of coverage again and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course, it's nothing used at this time.
[CUSTOMER][NEUTRAL] OK. And has
[CUSTOMER][POSITIVE] Oh, OK, yes, perfect.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, you said 7900?
[AGENT][NEUTRAL] That is correct and that is a per calendar year benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Can I have a car reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much for your help.
[AGENT][POSITIVE] No, it's been such a pleasure to assist you, [PII], with those benefits. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. Likewise.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.