AccountId: 011433970860
ContactId: e97420a7-e063-478b-ae5f-a92c9f8168ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186979 ms
Total Talk Time (AGENT): 108754 ms
Total Talk Time (CUSTOMER): 43513 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e97420a7-e063-478b-ae5f-a92c9f8168ab_20250207T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Hi, good afternoon. I'm calling to obtain benefits for a member.
[AGENT][POSITIVE] Yes, ma'am. I will, I will be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm sorry, what else did you need?
[AGENT][NEUTRAL] The member's policy number is [PII].
[CUSTOMER][NEUTRAL] OK. It is 02044892 ML 7.
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Yup, that's [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] All right, thank you for that, [PII]. It looks like [PII] is a dependent on this medical supplemental plan. I do show her original effective date as [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, this would be for inpatient surgery that she's having done next week.
[AGENT][NEUTRAL] Alrighty, let me get over to that benefit. OK, see. OK, now what we are, of course, is her medical supplemental plan, so the only thing that we will pay for is for sickness and injury. Nothing routine here is covered no matter what.
[AGENT][NEUTRAL] And the only thing that we will pay for as long as it is applied to which her deductible, copay, or co-insurance and her primary insurance carrier. Her inpatient benefit here is a zero deductible, no pre-cert, and a $5000 benefit payable inpatient per calendar year.
[CUSTOMER][NEUTRAL] OK. And is that benefit still available, the full benefit?
[AGENT][NEUTRAL] Let's see if she's used any, let's see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] She's not used to anything as of today.
[CUSTOMER][NEUTRAL] OK, perfect. And can I just have a call reference number for the call?
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Is that all that I can help answer for today, [PII]?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Well, we don't give call reference numbers, [PII], but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thank you for calling APO. Have a great rest of your day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.