AccountId: 011433970860
ContactId: e708d2cf-dab7-4c78-a0f4-5daf130c9e83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226240 ms
Total Talk Time (AGENT): 104424 ms
Total Talk Time (CUSTOMER): 64985 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e708d2cf-dab7-4c78-a0f4-5daf130c9e83_20250103T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefit for one of my patients.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, OK, [PII], I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name, it is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 1266179 MLA.
[AGENT][POSITIVE] OK, let me look that patient up for you real quick.
[AGENT][NEUTRAL] OK, looking at this policy, uh [PII].
[AGENT][NEUTRAL] Um, the policy lapsed on [PII], so the policy is no longer active, but let me look to see if they do have an active policy with us.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. They do. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] And what will be.
[AGENT][NEUTRAL] It's 2579028.
[CUSTOMER][NEUTRAL] 2579028. OK?
[AGENT][NEUTRAL] Yes, and the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. This is a supplemental insurance policy that's secondary to the primary, and it helps with deductible, co-pay and co-insurance. The insured has an inpatient calendar year benefit amount of $7000 and then an outpatient calendar year benefit amount of $6500.
[CUSTOMER][NEUTRAL] 6500 for outpatient.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. And I guess nothing having juice.
[AGENT][NEUTRAL] I can check um.
[AGENT][NEUTRAL] For you, we'll just check just to make sure.
[CUSTOMER][NEUTRAL] I mean, since
[AGENT][NEUTRAL] just a sec while I look that up.
[AGENT][NEUTRAL] You're correct. Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII], it's [PII]
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what's the first initial and last name?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] OK. And today's date. Thank you. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with, Miss [PII], before we go?
[CUSTOMER][POSITIVE] That will be it. Thank you so much. Have a wonderful day. Happy [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][POSITIVE] You have [PII] to you too and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Bye-bye.