AccountId: 011433970860
ContactId: c0577509-f218-450c-a3a8-278f2c391c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254339 ms
Total Talk Time (AGENT): 90579 ms
Total Talk Time (CUSTOMER): 81360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c0577509-f218-450c-a3a8-278f2c391c94_20250512T13:32_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] Hey [PII], my name is [PII] and I'm trying to get some benefit information for a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits and uh may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 01817088.
[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], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII]. And did you need a copy of the fax back or did you have particular questions about it?
[CUSTOMER][NEUTRAL] I have questions please ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who is the employer for this group?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So the employer for this group is TRC Staffing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said the effective date was [PII]. Is that correct?
[AGENT][NEUTRAL] Actually, hold on one moment.
[AGENT][NEUTRAL] They must have made some changes. So the the original date is [PII] that this policy was effective.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there a waiting period?
[AGENT][NEUTRAL] Um, no, there's no waiting period for this policy. Um, it doesn't cover major expenses, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Major is the only thing that has uh waiting for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what about a deductible? What's the yearly deductible?
[AGENT][NEUTRAL] $50 per person up to $150 per family.
[CUSTOMER][NEUTRAL] Has she met that $50 yet?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] For [PII], yes, she's met the deductible and used her max.
[CUSTOMER][NEUTRAL] OK, so she is maxed out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what is her max?
[AGENT][NEUTRAL] $500 per calendar year.
[CUSTOMER][POSITIVE] OK, thank you so much. I think that takes care of everything but let me get the mailing address first please to send claims to.
[AGENT][NEUTRAL] Oh, sure, it's
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on a minute. 24, OK, hold on a minute, um, you've lost me now. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] And what is that abbreviation?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I was wanting to make sure.
[CUSTOMER][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think that's gonna do it. You have a wonderful day.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.