AccountId: 011433970860
ContactId: e8ea648e-9269-4cc4-927e-d439429c273a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148910 ms
Total Talk Time (AGENT): 58597 ms
Total Talk Time (CUSTOMER): 37113 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e8ea648e-9269-4cc4-927e-d439429c273a_20250610T20:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling just to uh verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. May I have your callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you so much and the policy number please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy number is 0167.
[CUSTOMER][NEUTRAL] 879-6 the letter M for Mary, L for Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for the information and you're calling to verify eligibility. Would you need benefits for her as well or just eligibility?
[CUSTOMER][NEUTRAL] Uh, just a, a gap insurance coverage.
[AGENT][NEUTRAL] OK. The policy shows effective as of [PII] and it shows active. And for outpatient benefits, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We will pay up to $3000 for the calendar year for covered services. Again, we pay up to $3000 for the calendar year for covered services.
[CUSTOMER][NEUTRAL] OK. And what is the um remaining benefit?
[AGENT][NEUTRAL] Let me check to see if anything has been accumulated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Currently, she has $310.30 remaining currently.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no, that'll be all. You have a good day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.