AccountId: 011433970860
ContactId: da047595-fe72-44c1-98c5-74d3791ef487
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113010 ms
Total Talk Time (AGENT): 64482 ms
Total Talk Time (CUSTOMER): 31318 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/da047595-fe72-44c1-98c5-74d3791ef487_20250414T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can check eligibility and 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 did you have that policy number?
[CUSTOMER][NEUTRAL] Is 02216476, the letter M, the letter L and the number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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, uh, inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis. It pays up to $200 max per calendar day.
[CUSTOMER][POSITIVE] Thank you what was your name again?
[AGENT][NEUTRAL] [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that was all. Can I get a reference number for the call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.