AccountId: 011433970860
ContactId: f7f63090-1474-4477-b778-bae56293c2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190210 ms
Total Talk Time (AGENT): 104490 ms
Total Talk Time (CUSTOMER): 69658 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f7f63090-1474-4477-b778-bae56293c2bf_20250217T19:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] for my last initial.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][POSITIVE] I'm doing well. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and you're needing outpatient benefits for a patient?
[CUSTOMER][NEUTRAL] Uh, yes, I am just calling because I wanted to know the calendar year amount and remaining balance as an outpatient for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is going to be 1462621, M as in Mike, L as in Lima, and then number 8 at the end.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is um [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you, my pleasure to assist you with that calendar year remaining benefit for [PII], however.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy number that you gave me is no longer active as of [PII]. I can give you his active policy number.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] As of [PII], his active policy number is 197.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 3199.
[CUSTOMER][NEUTRAL] OK, and that's with American Pub Life as well?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] And that's 9, sorry, can you repeat the number again?
[AGENT][NEUTRAL] Absolutely, 197.
[AGENT][NEUTRAL] 3199.
[CUSTOMER][POSITIVE] Perfect. OK, got it.
[AGENT][NEUTRAL] And he has not used any of his outpatient coverage for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you need that benefit amount as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] He has outpatient coverage up to $500 that is a per calendar day benefit.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect. So 500 per day and, and, well, that's per day. So every day he has that amount, correct?
[AGENT][POSITIVE] That's right. That's right.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Can I please have um your name, last initial, and a reference number for the call?
[AGENT][NEUTRAL] Well, the reference number is going to be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you would please note that all benefits given over the phone is a verification of coverage, not a guarantee of payment. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That would be all. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.