AccountId: 011433970860
ContactId: ddb3cd72-dd1e-41ae-a78c-f23870eac0f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176119 ms
Total Talk Time (AGENT): 87997 ms
Total Talk Time (CUSTOMER): 78261 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ddb3cd72-dd1e-41ae-a78c-f23870eac0f3_20250106T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for eligibility and benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with the eligibility and the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], right?
[CUSTOMER][POSITIVE] You have it with you over
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And then it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 1416441 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sorry, it's kinda hard to hear you. Can you speak that?
[CUSTOMER][NEUTRAL] [PII] 112263.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this particular policy is no longer active. It was effective from [PII], but they do have an active policy. Let me get that um policy number for you.
[CUSTOMER][NEUTRAL] Kind of yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I actually have to call the doctor's office that handle all of the actual.
[CUSTOMER][NEUTRAL] What's your doctors think?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy number is 255.
[AGENT][NEUTRAL] 4598.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, 2554598?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, so 10 1 24 and what are the benefits on it?
[AGENT][NEUTRAL] Uh, what type of benefits are you looking for outpatient?
[CUSTOMER][NEUTRAL] You you guys
[CUSTOMER][POSITIVE] Yes, it's gonna be a patient um mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for outpatient, the benefit is up to $500 per calendar day.
[CUSTOMER][NEUTRAL] I can give you 500 per day.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] And can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So my first name is [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] 954
[CUSTOMER][NEUTRAL] OK, and can I have the um PO box number for this um policy, the claim?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII], and all the information provided was a verification of benefits, not a guarantee of payment. Thank you so much for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.