AccountId: 011433970860
ContactId: e9168da0-6315-4b7d-aead-cc30a44d598b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132960 ms
Total Talk Time (AGENT): 72780 ms
Total Talk Time (CUSTOMER): 32739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e9168da0-6315-4b7d-aead-cc30a44d598b_20250418T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling um from a provider's office to check on members' benefits, outpatient benefits.
[AGENT][POSITIVE] Sure, I can check those out patient benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 025.
[CUSTOMER][NEUTRAL] 643 28.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that and now let's see, so of course this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] So the outpatient benefit uh per covered member is $7350 per calendar year.
[AGENT][NEUTRAL] And if you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so, uh, and this was just for one correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so he has not used any of that outpatient benefits so far this year.
[CUSTOMER][NEUTRAL] OK, alright, [PII], I'll go ahead and take a call reference number whenever you can.
[AGENT][NEUTRAL] Sure, 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, [PII]?
[CUSTOMER][POSITIVE] That's it thank you you have a nice day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.