AccountId: 011433970860
ContactId: de811422-cb6b-4c2c-a10c-6e62f2714318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139380 ms
Total Talk Time (AGENT): 50609 ms
Total Talk Time (CUSTOMER): 50899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/de811422-cb6b-4c2c-a10c-6e62f2714318_20250225T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we're calling because we're needing to verify benefits for a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's um my name is [PII]. The contact number is [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] Thank you for that and and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is going to be.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 611844 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, is it a calendar year policy?
[AGENT][NEUTRAL] Um, hold on one moment, let me look for the benefit.
[AGENT][NEUTRAL] Is, would this be for outpatient or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] Um, so it's the calendar year up to $1500. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And so I know
[CUSTOMER][NEUTRAL] And I know that
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEGATIVE] Um, there's been no benefits use.
[CUSTOMER][NEUTRAL] OK, is it now though they have the, the policy, is it per individual on the plan or is it for the entire family?
[AGENT][NEUTRAL] No, it's per person.
[CUSTOMER][NEUTRAL] Per person?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. That's all that I needed. May I have a reference number, [PII]?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you have a great day.
[AGENT][NEUTRAL] You also