AccountId: 011433970860
ContactId: e32894d0-3642-4b1c-b7b8-76add89a5f98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145369 ms
Total Talk Time (AGENT): 74093 ms
Total Talk Time (CUSTOMER): 50994 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e32894d0-3642-4b1c-b7b8-76add89a5f98_20250501T22:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I was calling to verify a patient's eligibility and benefits. Um, she has a couple of appointments tomorrow.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. Um, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] OK, thank you. And then I get, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The best callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the ID number provided was 026.
[CUSTOMER][NEUTRAL] 100
[CUSTOMER][NEUTRAL] 72
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're needing to check, uh, inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $8500 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. All right. Good news. All right. Is there a, um a reference number or if I could take your name as?
[AGENT][NEUTRAL] Sure, yeah, uh, reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] last initial [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.