AccountId: 011433970860
ContactId: d4d9747b-711a-46f6-8492-687429a03dfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113540 ms
Total Talk Time (AGENT): 57986 ms
Total Talk Time (CUSTOMER): 21969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d4d9747b-711a-46f6-8492-687429a03dfb_20250121T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get outpatient benefits for our member.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is uh the patient's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02431048 ML 8.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick for us.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay, and co-insurance. He has an outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a reference number for the call please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] in today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you very much [PII] have a good day.
[AGENT][POSITIVE] You're very welcome you have a good day too, Ms. [PII]. Thanks for calling APL.