AccountId: 011433970860
ContactId: ec847c7e-0384-4aae-85fb-edbfb569c0fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103419 ms
Total Talk Time (AGENT): 48929 ms
Total Talk Time (CUSTOMER): 45644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ec847c7e-0384-4aae-85fb-edbfb569c0fc_20250211T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm giving a call to verify that a patient is gonna be covered. You guys are picking up his deductible and co-insurance.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] Phone number is [PII], excuse me, [PII]. Thank you. [PII].
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have it as uh is that the benefit cert number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it is 01791962 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII], and this is outpatient.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $500 per calendar day. We pay towards the copay, deductible and co-insurance after primary insurance.
[CUSTOMER][NEUTRAL] OK, Benefit 500, right, and what is your name?
[AGENT][NEUTRAL] My name is [PII]. The first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you [PII], you have a good day.
[AGENT][POSITIVE] Thank you. You also [PII] and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mm