AccountId: 011433970860
ContactId: bf5e9af5-c841-405a-8ae1-279b59c2e09e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115690 ms
Total Talk Time (AGENT): 67702 ms
Total Talk Time (CUSTOMER): 34620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/bf5e9af5-c841-405a-8ae1-279b59c2e09e_20250113T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm looking to verify patient benefits, please.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02013322 M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. 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 or where we need to look at outpatient benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $3000 max per calendar year. I know the year just started, but I will still double check to see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, OK, yeah, none of it has been used so far this year.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you, [PII]. Can I have your last name, initial, and the reference number, please?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'd be all thank you very much for your help I appreciate it.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.