AccountId: 011433970860
ContactId: b61a0313-8bc6-4fed-a585-3390c8276398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143779 ms
Total Talk Time (AGENT): 78589 ms
Total Talk Time (CUSTOMER): 46111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b61a0313-8bc6-4fed-a585-3390c8276398_20250409T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is who now?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK. My name is [PII]. I was calling to verify, uh, benefits, uh, uh coverage for Ms. [PII].
[AGENT][NEUTRAL] Sure, I can check those benefits for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, sorry about that. I'm [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And did you have that policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 137738
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment. And then did you have, uh, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we're needing to look at the inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and but she's impatient.
[AGENT][NEUTRAL] Inpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The inpatient benefit is $2500 max per calendar year and if you give me one moment, I'll just go ahead and double check to see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she has not used any of that inpatient benefits so far this year.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, this all I need, uh, can I get a reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. um so my last initial is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.