AccountId: 011433970860
ContactId: c5f6f7d8-2829-4b0e-9e9e-356c1f71a382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112139 ms
Total Talk Time (AGENT): 55242 ms
Total Talk Time (CUSTOMER): 41218 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c5f6f7d8-2829-4b0e-9e9e-356c1f71a382_20250213T19:14_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. And the policy number.
[CUSTOMER][NEUTRAL] It's gonna be 02507924 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] [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 that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and is there any maximum for the outpatient services?
[AGENT][NEUTRAL] Hold on one moment, let me see.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $3500 per calendar year and let me see if any has been used.
[AGENT][NEUTRAL] And so far none has been used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have a reference number from this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first [PII] of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today? Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] No, that's all. Thank you, bye.