AccountId: 011433970860
ContactId: db221844-e634-4b01-bffe-0d97d71c3fa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124220 ms
Total Talk Time (AGENT): 56869 ms
Total Talk Time (CUSTOMER): 67271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/db221844-e634-4b01-bffe-0d97d71c3fa0_20250212T20:09_UTC.wav
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[CUSTOMER][NEUTRAL] and I
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] Hi, I'm looking to verify eligibility and benefits for our members gap coverage.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can assist with that question. What is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 02029845ML8.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I have here [PII] with the date of birth of [PII].
[AGENT][POSITIVE] OK, thank you very much and you're calling for outpatient benefits. One moment, [PII], thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK, her policy shows effective as of [PII], this policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. She has a per day max of up to $500.
[CUSTOMER][NEUTRAL] Per day of up to $500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And does that have any um like calendar year limitations of sorts?
[AGENT][NEUTRAL] No, this is a per day max.
[CUSTOMER][NEUTRAL] OK, understood.
[CUSTOMER][NEUTRAL] With no annual maximum.
[CUSTOMER][NEUTRAL] So then just just to confirm here, uh 500 deducted from whatever uh amount due there is from the primary, is that correct?
[AGENT][NEUTRAL] Well, we help with the primary deductible copay and our co-insured up to 500 per day depends on what they charge, correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Excellent. Alright, then [PII], I appreciate the clarification there. Uh, should be wrapping up now. May I have a reference number for this call?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] We do not use reference numbers, [PII]. You can use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] Excellent then [PII] well I appreciate your time in taking this call you've been great mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you [PII], thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye now.