AccountId: 011433970860
ContactId: d9553be8-300f-4630-923b-92eab66d33fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139589 ms
Total Talk Time (AGENT): 80234 ms
Total Talk Time (CUSTOMER): 37328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d9553be8-300f-4630-923b-92eab66d33fe_20250225T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I was calling to verify patient benefits please.
[AGENT][POSITIVE] Sure, I can take those benefits for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it looks like 111-6837.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at the uh outpatient benefits.
[CUSTOMER][NEUTRAL] It's actually gonna be, let me double check, but I think it's inpatient.
[AGENT][NEUTRAL] OK, I can give you both that's fine and of course I will let you know uh verification of coverage is not a guarantee of payment for claims, so the inpatient benefit is $2500 max per calendar year and the outpatient benefit is $2000 per calendar year and if you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, so there's no deductible or anything to meet with you guys before you'll kick in and pay.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much. Do we have a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's all I needed. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.