AccountId: 011433970860
ContactId: f10d4e7f-f045-4a48-a216-b55bc7c74aaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136039 ms
Total Talk Time (AGENT): 76250 ms
Total Talk Time (CUSTOMER): 41037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f10d4e7f-f045-4a48-a216-b55bc7c74aaa_20250122T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I need to just get a description, or I, I get really I just need to get eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 02117282.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was
[AGENT][NEUTRAL] Let's see. [PII]. And so this is a secondary medical policy that is designed to help with co-pay, deductible and co-insurance after major medical pays, and we need to look at uh outpatient benefits.
[CUSTOMER][NEUTRAL] Um, it's actually for a hospital inpatient stay.
[AGENT][NEUTRAL] Inpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The inpatient benefit is $8100 per calendar year.
[AGENT][NEUTRAL] And I know that you're just started, but I will check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] All right, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK perfect and then you guys are limited benefit plans so you don't require an authorization correct?
[AGENT][NEUTRAL] That's correct. It's very dependent on major medical as long as they're willing to pay this plan can.
[CUSTOMER][NEUTRAL] OK perfect and then is there a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, Tan?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No, that's all that I needed thank you so much for your time.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.