AccountId: 011433970860
ContactId: bc769536-6af6-4e01-88df-b83a345ae079
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273029 ms
Total Talk Time (AGENT): 96363 ms
Total Talk Time (CUSTOMER): 51994 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bc769536-6af6-4e01-88df-b83a345ae079_20250506T14:22_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] Hi [PII] for benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII] last name initial is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 02331179.
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy number that you have is no longer active. Um, so it was effective from [PII].
[AGENT][NEUTRAL] Policy number 2.
[CUSTOMER][NEUTRAL] OK, so it is in.
[AGENT][NEUTRAL] 261-163-1 is the active policy, and it's been active since [PII].
[CUSTOMER][NEUTRAL] OK, can you go ahead and repeat that for me?
[AGENT][NEUTRAL] 261
[AGENT][NEUTRAL] 1631.
[CUSTOMER][POSITIVE] OK perfect so that would be the new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me one moment just putting it inactive here for me.
[CUSTOMER][NEUTRAL] OK, and then for this one it would be, would it be still the 250 per visit?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment. I'm waiting for the new policy to come up.
[AGENT][NEUTRAL] The old one.
[CUSTOMER][POSITIVE] That's really exciting
[AGENT][NEUTRAL] OK, you said $250 per visit.
[AGENT][NEUTRAL] Is this for an emergency? I'm asking so I can see the benefit. Is this for an emergency room?
[CUSTOMER][NEUTRAL] It's um for a specialist.
[AGENT][NEUTRAL] Specialist
[CUSTOMER][NEUTRAL] No specialist offices.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I just want to make sure because I don't see the 250 for the office. I see it for emergency room. Hold on one second.
[AGENT][NEUTRAL] Yeah, for the physician's office it's $75 per day with a max of 6 days per calendar year. The $250 is for the emergency room.
[CUSTOMER][NEUTRAL] OK, so it covers up to 75 per day. How many visits does he have remaining?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] He has all the benefits. He hasn't used any of the benefits for [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Perfect thank you so much. Can I have the reference number to this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much have a nice day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.