AccountId: 011433970860
ContactId: b70614b2-642d-4d98-aa7b-196804f03e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164419 ms
Total Talk Time (AGENT): 68671 ms
Total Talk Time (CUSTOMER): 46099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b70614b2-642d-4d98-aa7b-196804f03e8d_20250110T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify um outpatient benefits for our members that we have here in the office, please.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the page's name.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Iran, I, I ran to [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] 01545821 ML um 7.
[AGENT][NEUTRAL] OK, let me pull in that patient real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see that around does have an active policy. The policy effective date is [PII].
[AGENT][NEUTRAL] And this is to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay or co-insurance. He has an outpatient benefit amount per calendar year of $1250.
[CUSTOMER][NEUTRAL] OK, um, for calendar year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How they use any of those benefits?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEGATIVE] No, nothing has been used.
[CUSTOMER][NEUTRAL] OK, can you be my reference number for the calls.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome you have a good weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.