AccountId: 011433970860
ContactId: c47e883c-d791-4014-a9b8-ae65611f45e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134240 ms
Total Talk Time (AGENT): 68496 ms
Total Talk Time (CUSTOMER): 59059 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c47e883c-d791-4014-a9b8-ae65611f45e8_20250107T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling from Ba this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] OK, yeah, I can check outpatient benefits for you, JD. Um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's going to be 1477502, M as in Mary, L as in Larry, and 8 number 8.
[AGENT][NEUTRAL] Got it, thank you. Alrighty and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] And of course, I will let you know verification of coverage is not a guarantee of payment for claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So their outpatient benefit is on a per calendar day basis. It is $1000 max per calendar day.
[CUSTOMER][NEUTRAL] OK. $1000 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Does, OK, it's birthday. I almost asked you if anything has been to you, but it's birthday. Yeah.
[AGENT][POSITIVE] No, I was going to check. Yeah, I was gonna check, but no, yeah, we're good.
[CUSTOMER][NEUTRAL] The for day. Oh my [PII], this is the. Um thank you for that information. The last thing I may need is gonna be initial to your last name and a reference number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, 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] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That will be everything for today. Thank you for that information. I appreciate it.
[AGENT][POSITIVE] All right. Yes, thanks for calling APL. I hope you have a great rest of your day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have a beautiful day.
[CUSTOMER][NEUTRAL] Same to you, miss. bye.