AccountId: 011433970860
ContactId: e3ffa718-d53f-4af5-bcf3-44ab7b15943b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107019 ms
Total Talk Time (AGENT): 61970 ms
Total Talk Time (CUSTOMER): 36101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e3ffa718-d53f-4af5-bcf3-44ab7b15943b_20250303T14:04_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII] and your name?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII], and you'll use my name in today's date as your reference for today's call, [PII]. And is this for service in a doctor's office?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, outpatient facility ambulatory.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, great, and could you give me the policy number and then a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the member's policy number is 01892839 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you for that [PII] and verify patient's name and date of birth for me please.
[CUSTOMER][NEUTRAL] Uh, [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information. So we'll start off with the effective date of the policy which is [PII]. I do show that the policy is active at this time, and any information provided today is verification only. It does not guarantee payment of a claim. Um, I do show that the maximum outpatient benefit is up to $7500. That is per calendar year, and I'll verify if any of that amount has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Currently I don't show any of that benefit amount used for [PII] and did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.