AccountId: 011433970860
ContactId: e18b9c6d-81d6-47a5-a87c-c574ed79d366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122879 ms
Total Talk Time (AGENT): 59668 ms
Total Talk Time (CUSTOMER): 77051 ms
Interruptions: 4
Overall Sentiment: AGENT=3.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e18b9c6d-81d6-47a5-a87c-c574ed79d366_20250609T14:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baulation to confirm benefits for your member.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02544950 ML 9.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] OK. Perfect. Thank you. All right. And, and you're looking for outpatient benefits or inpatient benefits, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and this is one of our secondary supplemental plan to the major medical. We have an outpatient maximum of 1250 per cover person per calendar year.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] I but you guys, how are you doing today?
[CUSTOMER][POSITIVE] Good good uh so uh.
[CUSTOMER][NEUTRAL] You have some questions about your uh right elbow things that way you can figure out you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] And would you, would this insurance cover deductible co-insurance for their primary?
[AGENT][POSITIVE] Correct, yes. This is a secondary, it helps with a high deductible, co-payment or co-insurance from the major medical as long as it's outpatient facility and not office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so as long as it's outpatient it'll be covered, the deductible corporate car insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect, that will be all.
[AGENT][POSITIVE] Mm. Well, thank you for calling APL. You have a good day, have a good week.
[CUSTOMER][NEUTRAL] And it wasn't like
[CUSTOMER][POSITIVE] Thank you likewise, have a great day.
[AGENT][POSITIVE] You're welcome. Thank you, bye bye.
[CUSTOMER][POSITIVE] Thank you bye.