AccountId: 011433970860
ContactId: f13ccbbc-0e8e-49e9-ba54-3a6b35f7e288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140539 ms
Total Talk Time (AGENT): 71710 ms
Total Talk Time (CUSTOMER): 47057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f13ccbbc-0e8e-49e9-ba54-3a6b35f7e288_20250508T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to check on eligibility and benefits on a patient.
[AGENT][NEUTRAL] Yeah, I could check out benefits for you. Uh, I'm sorry, you said your name was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 954
[CUSTOMER][NEUTRAL] 832
[CUSTOMER][NEUTRAL] 3300.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 024.
[CUSTOMER][NEUTRAL] 866.
[CUSTOMER][NEUTRAL] 29.
[CUSTOMER][NEUTRAL] Mary Larry #8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. I'm we're needing to look at inpatient or outpatient benefits for this number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. That outpatient benefit is $4000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so so far this year she has used $100 of that benefit.
[CUSTOMER][NEUTRAL] OK, so 399 um 3900 still.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, remaining OK perfect and can I have a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date uh so my last initial is A was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that should be all thank you so much for your help have a great day.
[AGENT][POSITIVE] Alright, of course, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.