AccountId: 011433970860
ContactId: b178275a-34a8-4de8-b8a5-d954b1152c31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169410 ms
Total Talk Time (AGENT): 82591 ms
Total Talk Time (CUSTOMER): 37811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b178275a-34a8-4de8-b8a5-d954b1152c31_20250409T14:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling to verify benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name and your
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's uh name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] This is for
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 018543557.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you and then one last question um [PII], can I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, let me pull up that policy real quick so we can get you some benefits.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible and co-insurance.
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $1500 and he also has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] So that's the total amount that they cover.
[AGENT][NEUTRAL] Yes, $1500 towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, and do you know if anything has been satisfied towards that?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, he's used $15.90.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, I appreciate your help thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye-bye, sir.