AccountId: 011433970860
ContactId: b79fdc67-8b5a-476e-a05d-f55be57bce3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127129 ms
Total Talk Time (AGENT): 66890 ms
Total Talk Time (CUSTOMER): 37630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b79fdc67-8b5a-476e-a05d-f55be57bce3c_20250224T15:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am calling to check on benefits and eligibility for a member.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02 sorry 02490485 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, it is [PII], um, [PII].
[AGENT][NEUTRAL] OK, uh, show the effective date is [PII], Policy is active. And Ms. [PII], what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, not guarantee of payment, just a verification coverage. With this policy, we are secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max of up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, have they met the 1000?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show any benefits have been used for this year, so it is available.
[CUSTOMER][POSITIVE] OK, wonderful. May I have your name again and the call reference number?
[AGENT][NEUTRAL] Sure. My name is [PII] [PII].
[AGENT][NEUTRAL] And we don't give reference numbers, but you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a good day, OK?
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Bye.