AccountId: 011433970860
ContactId: db869c28-e04f-427c-a7cc-00b2238c2c96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170229 ms
Total Talk Time (AGENT): 86572 ms
Total Talk Time (CUSTOMER): 69690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/db869c28-e04f-427c-a7cc-00b2238c2c96_20250320T12:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I am calling from an outpatient hospital. uh I'd like to verify your members um benefit please.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] That this is [PII] like the month and my direct number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number of the member that you're calling to request eligibility for?
[CUSTOMER][NEUTRAL] Yes, it's 2, I'm sorry, it's 02497503 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, and [PII], what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits and eligibility. This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] And what place of service are you inquiring about inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] This isn't uh this is an outpatient I believe let me check, double check. I just wanna make sure it's not inpatient. It's an outpatient surgery.
[AGENT][NEUTRAL] So this member's policy is a gap insurance that had that has outpatient benefits of $3000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now that has uh the 3000 has, has any of it been used?
[AGENT][NEUTRAL] Um, no, the $3000 has not been used, and let me make a correction. It's $3000 it's $3000 per calendar day. It's a good policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, well, great, so, um, so he has a per day benefit of 3000 for outpatients.
[AGENT][NEUTRAL] Yes, that is correct, and he has not utilized any of his benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. uh, I'm sorry, is there a call reference number?
[AGENT][NEUTRAL] We don't we don't provide those. May, however, you can use my name and today's date as a reference is [PII].
[CUSTOMER][NEUTRAL] OK, [PII], what is your claims address?
[AGENT][NEUTRAL] The claims address will be addressed to American public life.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The zip code is?
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK great thank you thank you for your.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, May?
[CUSTOMER][POSITIVE] That is all thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.