AccountId: 011433970860
ContactId: ccf414f2-1089-4b76-9025-d1d1224d03b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110559 ms
Total Talk Time (AGENT): 62580 ms
Total Talk Time (CUSTOMER): 25287 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ccf414f2-1089-4b76-9025-d1d1224d03b8_20250218T18:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you? Oh, I'm sorry, good afternoon.
[CUSTOMER][NEUTRAL] It's OK, um, good afternoon. I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 01611878
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII]. She is active on the policy. You say you're needing outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and she has a benefit max up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] And do they have the full amount available?
[AGENT][NEUTRAL] Uh, let me see here.
[AGENT][NEUTRAL] Uh, yes, I don't show his, uh, wait, let me see her.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure if she's used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You are welcome, Miss [PII]. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Yes ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.