AccountId: 011433970860
ContactId: e9b8a72c-6354-4009-a681-ac6a844ae2ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105690 ms
Total Talk Time (AGENT): 41681 ms
Total Talk Time (CUSTOMER): 58867 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e9b8a72c-6354-4009-a681-ac6a844ae2ba_20250317T14:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] not
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] I'm calling to verify eligibility and benefits for a member's secondary policy.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02566408.
[CUSTOMER][NEUTRAL] So the patient's name I have here is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This would be for outpatient benefits.
[CUSTOMER][NEUTRAL] Well, I can check again on.
[AGENT][NEUTRAL] OK, I do show the outpatient per occurrence is $250.
[CUSTOMER][NEUTRAL] $250 per occurrence.
[CUSTOMER][NEUTRAL] And just to confirm, is there any, uh, max like calendar year benefit for that, or is it just the $250 per visit throughout the year?
[AGENT][NEUTRAL] 250 per occurrence throughout the year, no cap on that.
[CUSTOMER][NEUTRAL] OK awesome understood no cap.
[CUSTOMER][POSITIVE] Excellent then [PII] should be wrapping up now. May I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's been all for now. I appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye now.
[AGENT][NEUTRAL] Bye.