AccountId: 011433970860
ContactId: f733de47-8830-4782-bfab-bfbfd8e7f939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159509 ms
Total Talk Time (AGENT): 74389 ms
Total Talk Time (CUSTOMER): 62546 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f733de47-8830-4782-bfab-bfbfd8e7f939_20250411T18:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how can I help?
[CUSTOMER][NEUTRAL] Hi, um, you're kind of cutting off, um, but I'm trying to.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm trying to see a patients, um.
[CUSTOMER][POSITIVE] Eligibility and benefits with you guys.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is um this is an outpatient.
[CUSTOMER][NEUTRAL] So it's 025.
[CUSTOMER][NEUTRAL] 465.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] So the last name is [PII] First name is [PII], [PII] And the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, 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. And you did say we were looking at outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[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 on a per calendar day basis, so it pays up to $400 max per calendar day.
[CUSTOMER][NEUTRAL] OK, perfect. May I have your name and like reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] A R A. Last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.