AccountId: 011433970860
ContactId: e4f44ef8-f35d-44b8-a400-b2b117d39fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122680 ms
Total Talk Time (AGENT): 69239 ms
Total Talk Time (CUSTOMER): 60212 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e4f44ef8-f35d-44b8-a400-b2b117d39fe3_20250224T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine. I just need to know a patient's, um, eligibility and benefits if she has a, uh, benefit limit.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you.
[AGENT][NEUTRAL] Sure, I could check all that. I'm sorry, what did you say your name was?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. The one that I have here is 02508098 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for verifying all of that. So this policy is active. Effective date was [PII] and uh we'll see 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 really need to look at the outpatient benefit.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is on a per calendar day basis, so it pays up to $750 per calendar day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and can I just have the reference number of this call please [PII]?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you bye bye.