AccountId: 011433970860
ContactId: f236cd9a-0f51-46dc-a0ab-66ffd9407cca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128589 ms
Total Talk Time (AGENT): 77331 ms
Total Talk Time (CUSTOMER): 38677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f236cd9a-0f51-46dc-a0ab-66ffd9407cca_20250303T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify that the policy is active and um get benefits. I know that this is supposed to be secondary to United Healthcare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's a direct line. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02480526.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and yes, this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we really need to look at the outpatient benefit or inpatient?
[CUSTOMER][NEUTRAL] The outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $1000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. If I could get a reference number.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, does this require any sort of authorization or anything?
[AGENT][NEUTRAL] No, um, as this policy is uh very dependent on major medical, as long as they are willing to pay, this policy can. If major medical does not pay, this policy can't.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.