AccountId: 011433970860
ContactId: e4fee83a-dff3-422d-b22b-9fe315515c81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120980 ms
Total Talk Time (AGENT): 60001 ms
Total Talk Time (CUSTOMER): 43878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e4fee83a-dff3-422d-b22b-9fe315515c81_20250421T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling just to check outpatient benefits for a member for a secondary insurance.
[AGENT][NEUTRAL] Sure, I can check those benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 02258741ML8.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Is [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII]. And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] The outpatient benefit is $1500 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEGATIVE] OK, none of that benefit has been used so far this year.
[CUSTOMER][NEUTRAL] OK, so she hasn't used any of the 5 1500.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Can I get your name and the first initials your last name?
[AGENT][NEUTRAL] Sure, uh my name is spelled [PII] Last initial was [PII] Was there anything else I could help you with, Summa?
[CUSTOMER][POSITIVE] Thank you, that'll be all. Thank you so much and have a great day.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.