AccountId: 011433970860
ContactId: c80b2284-e17e-4945-b3e2-42b5afb28743
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172160 ms
Total Talk Time (AGENT): 74304 ms
Total Talk Time (CUSTOMER): 55538 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c80b2284-e17e-4945-b3e2-42b5afb28743_20250611T17:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I was just calling to verify benefits for one of our patients.
[AGENT][POSITIVE] OK, I can assist with that. Thank you and please spell your first name for documentation.
[CUSTOMER][NEUTRAL] Yes, of course. Uh, you said, I'm sorry, you said last name?
[AGENT][NEUTRAL] No, if you could spell your first name for me.
[CUSTOMER][NEUTRAL] Oh, my first name is Yay, spelled [PII] My last name initial is [PII].
[AGENT][NEUTRAL] Thank you, what is your callback number please?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][POSITIVE] Thank you very much. And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number would be 02.
[CUSTOMER][NEUTRAL] 100.
[CUSTOMER][NEUTRAL] 309
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And just to reconfirm, I have that as 02100309 ML8.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I have that number pulled up and you're calling for eligibility and outpatient benefits. I can help you with that. Um, she shows effective as of [PII]. Policy shows active as a supplemental and for those outpatient benefits.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $7350 for the calendar year.
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat it one more time?
[AGENT][NEUTRAL] Of course, $7350 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. And then has any of that been match just yet?
[AGENT][NEUTRAL] Let me check that for you one moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Currently, the member has accumulated $3,653.40.
[CUSTOMER][NEUTRAL] That's what they met so far, correct?
[AGENT][POSITIVE] Yes, that is what the member has accumulated so far, yes.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. that was everything I needed for today. May I please have a reference number for your call, please?
[AGENT][NEUTRAL] Uh, we do not provide reference numbers, but you can use my name in today's date. My last initial is [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I hope you have a wonderful rest of your day as well.
[AGENT][POSITIVE] Thank you take care.
[CUSTOMER][NEUTRAL] Bye bye.