AccountId: 011433970860
ContactId: f1ccb962-28de-47ee-99cb-ae429ba3ea24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248770 ms
Total Talk Time (AGENT): 129399 ms
Total Talk Time (CUSTOMER): 103043 ms
Interruptions: 9
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f1ccb962-28de-47ee-99cb-ae429ba3ea24_20250619T15:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling for benefits.
[AGENT][NEUTRAL] OK, I can check ones for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] 015701.
[CUSTOMER][NEUTRAL] 23, M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that. uh, so this policy terminated.
[AGENT][NEUTRAL] [PII], if you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does have one that is currently active. Let me know when you're ready and I can give you that updated.
[CUSTOMER][NEUTRAL] OK, I'm sorry, the phone is kind of breaking up. I could bare. I'm getting little pieces.
[AGENT][NEUTRAL] Oh, sorry. No, OK, so she does.
[AGENT][NEUTRAL] Alright, she does have a policy that is currently active um let me know when you're ready and I can give you that updated policy number.
[CUSTOMER][NEUTRAL] OK, go ahead and try, go ahead.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 40.
[AGENT][NEUTRAL] 88
[AGENT][NEUTRAL] 06.
[CUSTOMER][NEUTRAL] Let me repeat it 02408806?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's the new policy number.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] That's correct. This policy's effective date was [PII].
[AGENT][NEUTRAL] And uh this is secondary medical policy so it is designed to help with copay, deductible and insurance after major medical pays and we're we needing to look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] Outpatient for ambulatory surgery facility.
[AGENT][NEUTRAL] OK, and we'll let you verification of coverage is not a guarantee of payment for claims. That outpatient benefit is $1000 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, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, so it pays up to $1000 per calendar year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is any authorization required?
[AGENT][NEUTRAL] No, it follows major medical.
[CUSTOMER][NEUTRAL] OK, and the claims go to [PII]?
[AGENT][NEUTRAL] No ma'am that is our old address. Let me know when you're ready. I'll give you our current, uh, claims mailing address.
[CUSTOMER][NEUTRAL] Um, OK, go ahead in the [PII]. She called me yesterday and I told her I want one too.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK OK, and um I'll just take the payer ID. Yeah, OK, and what was your name again?
[AGENT][NEUTRAL] And I've also got a payer ID and a fax number if you'd like.
[AGENT][NEUTRAL] OK that is 60801.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.