AccountId: 011433970860
ContactId: d909df56-e765-4238-971d-cfe7e3f50d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124099 ms
Total Talk Time (AGENT): 60782 ms
Total Talk Time (CUSTOMER): 41621 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d909df56-e765-4238-971d-cfe7e3f50d2f_20250506T12:41_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][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from MRI scan center to verify members eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy number is 01881588 MLB.
[AGENT][NEUTRAL] OK hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [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 So I'm actually showing the policy number that you have is no longer active. Um, it was effective from [PII].
[AGENT][NEUTRAL] Um, there is an active policy though.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Can I get that policy number?
[AGENT][NEUTRAL] Uh, policy number 2.
[AGENT][NEUTRAL] Yes, policy number 247.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] 3162.
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] All right. Does it cover the um primary co-insurance, deductible, co-pays?
[AGENT][NEUTRAL] Yes, we pay towards the copay, deductible and co-insurance of um coverage charges.
[AGENT][NEUTRAL] Excuse me, up to $20,000 per day for outpatient.
[CUSTOMER][POSITIVE] All right. Wonderful. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.