AccountId: 011433970860
ContactId: bdf806d8-8aae-4523-b7de-f2736d693741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159669 ms
Total Talk Time (AGENT): 70800 ms
Total Talk Time (CUSTOMER): 45787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/bdf806d8-8aae-4523-b7de-f2736d693741_20250613T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to, I'm calling from a provider's office. I need to make sure a plan for a patient is still active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Um, [PII] [PII] and you said [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02569980
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[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. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I need uh either what was been used or the remaining maximum and to see if the deductible's been met.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 1 2nd let me transfer.
[AGENT][NEUTRAL] OK, so the um calendar year max is $500.
[AGENT][NEUTRAL] The deductible is 50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The deductible has been met and um he's used $175.40.
[AGENT][NEUTRAL] There's $324.60 left for the year.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um, that is it. I just need a reference number please.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got it alright thank you so much.
[AGENT][POSITIVE] You're welcome. And again, just for the call, all the information provided was a verification of benefits, not a guarantee of payment. Thanks so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.