AccountId: 011433970860
ContactId: e1b50cd3-87bb-42ed-ab03-4dcb70ba97f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162559 ms
Total Talk Time (AGENT): 73543 ms
Total Talk Time (CUSTOMER): 66868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e1b50cd3-87bb-42ed-ab03-4dcb70ba97f8_20250523T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi good morning you said [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, [PII].
[CUSTOMER][NEUTRAL] It it it broke up when you said your name, your name again? I'm sorry.
[AGENT][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, OK, wonderful. That's unique, [PII], um, and the first initial of your last name?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][POSITIVE] Oh wonderful. Um my name is [PII], and I'm calling to obtain benefits on a mutual um insured.
[AGENT][POSITIVE] OK, yes, ma'am. I can verify benefits for you. [PII], that's a pretty name.
[CUSTOMER][POSITIVE] Yes, well, thank you.
[AGENT][NEUTRAL] Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] 02504912.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. She is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient benefits?
[AGENT][NEUTRAL] You said outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and she has a benefit max of $6000 per calendar year.
[CUSTOMER][NEUTRAL] Has she used any this year?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, she has. Give me one moment. I can let you know how much she has remaining.
[AGENT][NEUTRAL] And she has $3,946.52 remaining for this year.
[CUSTOMER][NEUTRAL] OK, let me write that down. 3900?
[AGENT][NEUTRAL] Mhm. $46.52.
[CUSTOMER][NEUTRAL] And $42?
[CUSTOMER][NEUTRAL] $46.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, wonderful. OK, thank you. So I'm gonna go ahead and use your name first show of your last name and then today's dates are [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], and you have a great day. Enjoy your long weekend. Take care.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] Bye bye.