AccountId: 011433970860
ContactId: ca34a0d7-7bbd-41de-88d5-16ac46c69118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164520 ms
Total Talk Time (AGENT): 75183 ms
Total Talk Time (CUSTOMER): 49928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ca34a0d7-7bbd-41de-88d5-16ac46c69118_20250520T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. And you said is it [PII]?
[AGENT][NEUTRAL] It's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much easy. Um, I'm just giving a call to, uh, for benefits and eligibility just to check, check the status.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], initial is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII], and that's my direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 1563875.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient services, um, and outpatient facilities, we cover up to 4250 per day, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And does this have a, is this a certain letter or supplemental plan?
[AGENT][NEUTRAL] Um, yeah, this is Secondary Gap Insurance.
[CUSTOMER][NEUTRAL] Like F or G?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then then I have a uh reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your assistance.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you.