AccountId: 011433970860
ContactId: d1eb9ec0-c24f-4974-8c3a-114bbf3d99db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123629 ms
Total Talk Time (AGENT): 45828 ms
Total Talk Time (CUSTOMER): 68835 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d1eb9ec0-c24f-4974-8c3a-114bbf3d99db_20250225T15:27_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][POSITIVE] Good
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling to verify this patient still has active coverage.
[AGENT][POSITIVE] All right. And I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, the uh the phone number is a direct line [PII].
[CUSTOMER][NEUTRAL] And the subscriber ID number is 604409.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Yes ma'am, so we are actually.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Her birthday is [PII].
[CUSTOMER][NEUTRAL] So the with your in that.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, super. Um, and he still has $1000 for, for benefits?
[AGENT][NEUTRAL] Um, let me see, hold on one second.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] Um, with your insurance company, I can give you a ring. No problem.
[AGENT][NEUTRAL] Let me see what type of policy they have. Hold on one moment.
[CUSTOMER][NEUTRAL] And I'd have to see what it's probably cover that one.
[AGENT][NEUTRAL] OK, so yes, for the policy, the calendar year max is still $1000 and a $50 deductible.
[CUSTOMER][POSITIVE] OK, super, I appreciate you checking that for me thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.