AccountId: 011433970860
ContactId: f4470423-4bf9-4e2e-9229-c43954da2ba5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166039 ms
Total Talk Time (AGENT): 68145 ms
Total Talk Time (CUSTOMER): 63786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f4470423-4bf9-4e2e-9229-c43954da2ba5_20250530T14:42_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, [PII]. My name is [PII]. Um, I'm calling to get uh coverage benefits for a member.
[AGENT][NEUTRAL] OK, well I can verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 02465840 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Well, I'm showing this policy looks like it term [PII]. Uh, they do have an active policy, and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] Yes, um, hang on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It it wouldn't be 016.
[CUSTOMER][NEUTRAL] 59812.
[AGENT][NEUTRAL] It is, yes, ma'am. Uh.
[CUSTOMER][NEUTRAL] Right,
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Her date [PII], and this one is active.
[AGENT][NEUTRAL] And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] I'm trying to
[CUSTOMER][NEUTRAL] The one
[CUSTOMER][NEUTRAL] Yeah, OK, you said [PII]? Oh yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah that I don't know what this is, um, outpatient benefit coverage please.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification coverage. With the policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and she has an outpatient benefit max up to 7900 per calendar year.
[CUSTOMER][NEUTRAL] OK, and has she used up anything of her 7900?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, ma'am, she hasn't used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] Excellent, um.
[CUSTOMER][NEUTRAL] Question, your name, is it [PII]?
[AGENT][NEUTRAL] Yes ma'am, uh, last initial [PII]
[CUSTOMER][POSITIVE] Last name in [PII] OK, perfect. OK, thank you so much for your help, [PII]. You have a great day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APO, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm.