AccountId: 011433970860
ContactId: da047774-357f-4bb9-afd2-e261ced6e618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189979 ms
Total Talk Time (AGENT): 72891 ms
Total Talk Time (CUSTOMER): 53066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/da047774-357f-4bb9-afd2-e261ced6e618_20250619T17:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just verifying eligibility and benefits, please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's well what I have is 735-830.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] 32861.
[AGENT][NEUTRAL] OK. Uh, looks like that policy termed in [PII], but he's got a more recent one. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Do you have his date of birth? Did I, did I already ask that? I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes, this policy is effective [PII]. Um, let me give you that number. It's 134.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1904.
[CUSTOMER][NEUTRAL] 1341904
[AGENT][NEUTRAL] Yes, and then it is for outpatient benefit.
[CUSTOMER][NEUTRAL] OK, and it's still in effect?
[AGENT][NEUTRAL] Yes, it is, yeah.
[CUSTOMER][NEUTRAL] OK, yes, outpatient benefits, um, Medicare supplement, I'm sorry, um, Aetna supplement, so I think that's a Medicare supplement.
[AGENT][NEUTRAL] Uh, yes, this is a gap policy, so it'll pick up after primary processes. Um, let's see, and you said for outpatient, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I guarantee of payment, basic outline of the policy. Uh, for outpatient benefit, it pays $4000 per covered person per calendar year. That is subject to a $500 per calendar year deductible.
[CUSTOMER][NEUTRAL] OK. Has he met any deductible?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, no, it looks like nothing's been met yet.
[CUSTOMER][NEUTRAL] OK, and no out of pocket?
[AGENT][NEUTRAL] Uh, correct. We'll pay 100% after that deductible is met up to that $4000 mark.
[CUSTOMER][NEUTRAL] OK, and that means there's no coinsurance, just 100%. Alright, wonderful, um, can I have a reference number?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date. Anything else I can help with today?
[CUSTOMER][POSITIVE] That's all I needed. Thanks for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.