AccountId: 011433970860
ContactId: d5ddad44-dbe9-4756-9705-e3467d77aec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151460 ms
Total Talk Time (AGENT): 65963 ms
Total Talk Time (CUSTOMER): 54136 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d5ddad44-dbe9-4756-9705-e3467d77aec5_20250110T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. Um, last name initial [PII]. I'm sorry, could you repeat your name for me, please?
[AGENT][NEUTRAL] So it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Of course, what can we help you with [PII]?
[CUSTOMER][NEUTRAL] Hi, so I'm calling um just to see if this patient has um any funding available if this plan is active even.
[AGENT][NEUTRAL] OK, uh, wanted to see if it was active and then, uh, remaining benefit amounts, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, check that for you, [PII]. uh, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 1296116 ML 8.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is going to be [PII].
[AGENT][POSITIVE] Perfect thank you for verifying that [PII]. uh, so the policy is active effective date was [PII].
[AGENT][NEUTRAL] And then uh we need to look at outpatient benefit amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $5000 max per calendar year.
[AGENT][NEUTRAL] So give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, none of that has been used so far this year.
[CUSTOMER][NEUTRAL] OK, so 5000 maximum and remaining?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help. Can I have a reference number for the call please?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. uh, so my last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much for your help. Have a good day bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.