AccountId: 011433970860
ContactId: c5319493-ad51-42af-a274-6268e04b9508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160470 ms
Total Talk Time (AGENT): 83521 ms
Total Talk Time (CUSTOMER): 43480 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c5319493-ad51-42af-a274-6268e04b9508_20250221T14:00_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, good morning, [PII]. My name is [PII]. Um, I'm trying to get benefits on a mutual patient.
[AGENT][POSITIVE] Oh, no, it would be a pleasure to help you with those benefits. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, one second here.
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 97
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 7.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And just to let you know, [PII], we have her just simply listed as [PII].
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And it would be my pleasure to assist you with eligibility and benefits for [PII]. Her policy is active with the effective date of [PII].
[AGENT][NEUTRAL] And this is a secondary policy. Are you needing specific benefits?
[CUSTOMER][NEUTRAL] Uh, yes, it would be for an X-ray and an ultrasound.
[AGENT][NEUTRAL] In an outpatient facility or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and she does have outpatient coverage up to $6000 per calendar year.
[AGENT][NEUTRAL] And that is the max that we can pay towards the deductible, co-pay or co-insurance of her major medical.
[AGENT][NEUTRAL] At this time she has not used any of her benefit for [PII], sorry.
[AGENT][NEUTRAL] And if you would please note that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, just the reference number please.
[AGENT][NEUTRAL] Reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you very much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well and thank you for calling the APL. You take care. Happy weekend.
[CUSTOMER][POSITIVE] You too. Thank you likewise bye bye.
[AGENT][NEUTRAL] Bye-bye.