AccountId: 011433970860
ContactId: d31d97e6-35a5-4e35-9fde-808411f07a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188690 ms
Total Talk Time (AGENT): 90625 ms
Total Talk Time (CUSTOMER): 59221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d31d97e6-35a5-4e35-9fde-808411f07a38_20250102T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I would like to get some information for a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02466415.
[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] Um, it's the daughter, it's [PII].
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this is an individual policy, I only, I'm assuming this is the mother, [PII], uh.
[CUSTOMER][NEUTRAL] Only for the mom? Oh, OK, OK, so let me get her information then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So the annual max for her it's still 500.
[AGENT][NEUTRAL] OK, so you still need the benefits. So the policy has been active since [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The calendar year max is $500 per person.
[AGENT][NEUTRAL] There's a $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the information provided again is a verification of benefits, not a guarantee of payment. Um, did you need a copy of the fax faxed over to you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. On the fax back, you'll see the calendar year max, deductible, all the percentages of covered expenses, the frequencies, exclusions, all the ways to file a claim, and then there's a list of codes. If the code you're looking for is not on this list, then it's, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right, so I just faxed that over to you. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, that's it thank you.
[AGENT][POSITIVE] OK, well, thanks for calling APO Alaska, and I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] You too. Happy New Year. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.