AccountId: 011433970860
ContactId: b419fd51-96b8-4def-858f-e1034f067392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98610 ms
Total Talk Time (AGENT): 42944 ms
Total Talk Time (CUSTOMER): 29632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b419fd51-96b8-4def-858f-e1034f067392_20250102T19:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I was going to verify some coverage for an individual to make sure this is a secondary.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII]
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number of the member?
[CUSTOMER][NEUTRAL] 02447401
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for outpatient services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This member's policy is a gap insurance that assists with the deductible co-pay and co-insurance for services covered under the policy. The member has outpatient benefits of $1500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, perfect, and it's active for [PII]?
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][NEUTRAL] Bye.