AccountId: 011433970860
ContactId: f0852631-ced0-471a-84ee-8ad29368b18c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239479 ms
Total Talk Time (AGENT): 91482 ms
Total Talk Time (CUSTOMER): 59595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f0852631-ced0-471a-84ee-8ad29368b18c_20250217T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, um, I'm calling to get, I'm calling.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][POSITIVE] I'm sorry, I'm calling to get benefits. I'm sorry, I'm calling to get benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 0165.
[CUSTOMER][NEUTRAL] 9696 ML8.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sorry, my system is acting up, give me one moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, I'm showing this policy terminated on [PII]. However, I do show that she has active policy, and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] Um, give me one sec.
[CUSTOMER][NEUTRAL] I'll just.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, uh, the current policy number is 246-5783.
[AGENT][NEUTRAL] Effective date is [PII] and to show the policy is active.
[AGENT][NEUTRAL] And what go ahead. Go ahead.
[CUSTOMER][NEUTRAL] Um, it doesn't have.
[CUSTOMER][NEUTRAL] I'm sorry, it doesn't have MLA or any of that after it.
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just 246-578-3.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, and I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh, what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Oh, outpatient outpatient.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. It helps with primary insurance deductible, co-pay or co-insurance, and for outpatient, the max benefit payable is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and has she used any of that 2500 so far?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh, no, ma'am, she hasn't, so it is showing available.
[CUSTOMER][POSITIVE] Perfect and I'm sorry, you said your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Alright, you too, Miss [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.