AccountId: 011433970860
ContactId: b31c6198-83bf-4d01-becd-b6df277df83d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228720 ms
Total Talk Time (AGENT): 103027 ms
Total Talk Time (CUSTOMER): 62678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b31c6198-83bf-4d01-becd-b6df277df83d_20250408T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, my name is [PII] I'm calling from Sleep Life Center. um, a member gave us an ID number saying you guys are their secondary, um, and I'm just calling to find out if you guys are gonna cover the deductible cost that he's subject to through his primary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, I can help you with the benefits for this patient, um, [PII], what is your callback number, sir? Just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, sir, and then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, what do you want first?
[AGENT][NEUTRAL] Uh, go ahead and give me the policy number.
[CUSTOMER][NEUTRAL] OK, 01944012 MLB, [PII].
[CUSTOMER][NEUTRAL] And then the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that patient real quick.
[AGENT][NEUTRAL] I do show that this policy for [PII] is no longer active. The policy ended on [PII].
[AGENT][NEUTRAL] I'm checking though to see if there's another policy. They do have an active policy. Let me give you that policy number.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2556472.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. The effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are correct, this is a supplemental insurance policy that does help with deductible, co-pay and co-insurance. Uh, they have an inpatient calendar year benefit amount of $8700.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they also have an outpatient calendar year benefit amount of $8700.
[CUSTOMER][NEUTRAL] OK, um, and have they used any of that outpatient amount?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Just a second while it pulls in.
[AGENT][NEGATIVE] Nothing has been used for the.
[CUSTOMER][POSITIVE] OK, perfect. um, if I could just get a reference number that'll be it for today.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I'm here, sir.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] Oh there we go. We got a little glitch there for a minute. I apologize for that. Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK, perfect. um can I get a reference number please?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right thanks so much you have a great day.
[AGENT][POSITIVE] You too [PII] you have a wonderful day too. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Thanks so much.
[AGENT][POSITIVE] Alright, well you take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.