AccountId: 011433970860
ContactId: ba013605-f52e-4beb-87ae-6d643e132b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140979 ms
Total Talk Time (AGENT): 77018 ms
Total Talk Time (CUSTOMER): 36412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ba013605-f52e-4beb-87ae-6d643e132b52_20250625T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, just calling to check, uh, the, the coverage for the patient's upcoming surgery at the hospital.
[AGENT][NEUTRAL] OK, we're just needing to check eligibility.
[CUSTOMER][NEUTRAL] Right, right, eligibility benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure I can check that for you um what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then again, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 02497482 Mike Lima 8.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, uh, [PII] or [PII], uh, 32075.
[AGENT][NEUTRAL] Mhm.
[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 we needing to look at, uh, inpatient or outpatient benefits for this member?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims that outpatient benefit is $2500 per calendar year.
[AGENT][NEUTRAL] And if you'll give me one moment, I will see if any of that has been used.
[AGENT][NEUTRAL] OK, so [PII] has used $160 of that benefit so far this year.
[CUSTOMER][POSITIVE] Got it. 2500 use 160. Alright, thank you so much. Is there a reference number for our conversation?
[AGENT][NEUTRAL] Sure, is there anything else I can help you with?
[AGENT][NEUTRAL] Uh yes, it would just be my first name, last initial, and today's date. Uh, so my last, uh, my name is spelled [PII] A. last initial is A.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.