AccountId: 011433970860
ContactId: d00e9823-ae8a-46b3-b1f5-e569a9035c7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158869 ms
Total Talk Time (AGENT): 81108 ms
Total Talk Time (CUSTOMER): 57525 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d00e9823-ae8a-46b3-b1f5-e569a9035c7c_20250516T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, good afternoon. I actually just spoke with you a minute ago. This is [PII] from [PII] from the provider's office.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes. Um, so no, I was actually just reaching out regarding another member to verify uh with the gap insurance that they have.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. All right. And your name was [PII], was that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, alright, Miss [PII], what is your callback number, ma'am just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then what is this member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh yes, I'm calling for, um, the name is [PII], the last name is [PII], and his date of birth is [PII]. Um, his policy number is 02450103ML8.
[AGENT][NEUTRAL] OK, let me look up [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] upfront.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us and the effective date of his policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is 11 [PII] 2024.
[AGENT][NEUTRAL] And the policy is current.
[AGENT][NEUTRAL] Um, and this, this is the same type of policy. It's a supplemental insurance policy that's billed second to the primary.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The whole thing
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this is to verify his benefits. It's not a guarantee of payment. He does have an inpatient per current benefit amount of $2000.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then he has an outpatient per calendar day benefit of $750 to go towards deductible co-pay or co-insurance.
[AGENT][NEUTRAL] And let me check to see if any.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Anything been used on that.
[AGENT][NEUTRAL] And he's not used anything for the year of [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Have a good weekend again. It's nice talking to you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All right, thanks for calling APL.
[CUSTOMER][POSITIVE] Oh, it was a pleasure.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.