AccountId: 011433970860
ContactId: cc71c642-96c8-4ed1-a444-e4b71793a753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190179 ms
Total Talk Time (AGENT): 90167 ms
Total Talk Time (CUSTOMER): 77695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cc71c642-96c8-4ed1-a444-e4b71793a753_20250324T15:52_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] Good morning. I'm calling from a doctor's office to check um benefits for an outpatient surgery.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the benefits for outpatient surgery. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII] spelled [PII], last name [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is 13538883.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] last name [PII] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that the, let me see if they have an active one. This policy is no longer active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I actually have another one. I didn't realize, uh, on another system, the system that we used didn't have the updated information. The number that I have for the 02597286.
[AGENT][NEUTRAL] It's 259.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, OK, hold on one moment, let me pull that one.
[AGENT][NEUTRAL] And just for the call, the information provided is a verification of benefits, not a guarantee of payment. So for this policy, um, it is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in terms of the benefits, hold on one moment, I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] Mhm and they're currently active, correct?
[AGENT][NEUTRAL] Yes, that 2nd policy is.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing for outpatient, the individual max is $6000 per calendar year per person.
[AGENT][NEUTRAL] And did you want me to see if any of that has been used for this year?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the benefits have been used for, actually, hold on one moment, I entered the old one.
[AGENT][NEGATIVE] OK, none of the benefits have been used for [PII] for the new policy either.
[CUSTOMER][NEUTRAL] OK perfect let me just got a reference number for today's call and your name?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Alright, have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.