AccountId: 011433970860
ContactId: b8c9c133-91b8-4f22-9395-8354eae0e0f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126949 ms
Total Talk Time (AGENT): 63071 ms
Total Talk Time (CUSTOMER): 31250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b8c9c133-91b8-4f22-9395-8354eae0e0f4_20250410T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify a patient's secondary.
[AGENT][NEUTRAL] Eligibility or coverage?
[CUSTOMER][POSITIVE] Mm it's just benefits.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02255658 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And did you want to go over outpatient benefits or inpatient today?
[CUSTOMER][NEUTRAL] Yeah, it's outpatient at the ambulatory surgical center.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1000 per calendar year. Did you want me to see if it has been used for this year?
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the benefits for [PII] has been used, so they still have the $4000 balance.
[CUSTOMER][NEUTRAL] Alright, perfect, let me get your name and a reference number please.
[AGENT][NEUTRAL] My name is [PII]. There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thanks [PII] bye bye.