AccountId: 011433970860
ContactId: d92c08a5-75ed-47aa-8c17-c31313d2ee99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190460 ms
Total Talk Time (AGENT): 86216 ms
Total Talk Time (CUSTOMER): 62202 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d92c08a5-75ed-47aa-8c17-c31313d2ee99_20250124T16:00_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi how you doing?
[AGENT][POSITIVE] I'm doing great. How about yourself?
[CUSTOMER][POSITIVE] No, it's Friday. I'm pretty happy. I don't know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I'm [PII]. I work with [PII] in the Hospital. I need to confirm.
[CUSTOMER][NEUTRAL] Gap coverage for a patient who's gonna have a procedure.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today.
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] Oh, it's [PII]
[AGENT][POSITIVE] And [PII], can I grab a good call back number from you real quick?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] What is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] Uh, yeah, I'll give you the policy number. I just spoke to mom.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] She gave me the, the policy number.
[CUSTOMER][NEUTRAL] 02563242 M as in mom, L as in Luke number 7.
[AGENT][POSITIVE] Thank you and give me just a moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you said you were just needing eligibility today, is that correct?
[CUSTOMER][NEUTRAL] Yeah, to see how much uh the covered for, for outpatient surgery and per calendar yeah.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] So more benefits I I can help you with that. Um, would you be able to verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] are too long ago [PII].
[AGENT][POSITIVE] Perfect. I see him right here he's current and active with us and you said you're looking for outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] I just wanna let you know any benefits I give you over the phone is gonna be a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And your patient does have an outpatient benefit of $1500 per calendar year with this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1500. OK. That nothing has been used up yet? Or you don't know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can take a look for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I need to know the
[CUSTOMER][NEUTRAL] The claim address also.
[AGENT][NEUTRAL] You bet you. So it looks like for the [PII] calendar year we're not showing anything on file, um, as of yet, and then the claims address is going to be you can make it attention to APL claims, um, it's [PII] and that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] All right, that's it.
[AGENT][POSITIVE] Well, thank you so much for calling APL. You have a fabulous day and a good weekend.
[CUSTOMER][POSITIVE] Have a great weekend bye.