AccountId: 011433970860
ContactId: f9345968-ecfd-462e-98c3-0e212f81557d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240919 ms
Total Talk Time (AGENT): 94481 ms
Total Talk Time (CUSTOMER): 156172 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f9345968-ecfd-462e-98c3-0e212f81557d_20250304T13:16_UTC.wav
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[CUSTOMER][NEUTRAL] Yes, I was calling to check eligibility and benefits.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Last initial is [PII] [PII]. Yes, one moment please.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[AGENT][NEUTRAL] And do you have the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So sir, I know you're fun because you know hiding.
[CUSTOMER][NEUTRAL] Yes, it is 02465622 MLE8.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] reimbursement.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And the date of birth?
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Celebrity shows are like no bunker.
[CUSTOMER][NEUTRAL] And not only have the.
[AGENT][NEUTRAL] OK, the policy number that you gave me canceled 1124.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] one
[AGENT][NEUTRAL] They do have a new policy. It is 02.
[CUSTOMER][NEUTRAL] anything
[AGENT][NEUTRAL] 502656
[CUSTOMER][NEUTRAL] showing.
[CUSTOMER][NEUTRAL] as a celebrity and seriousness of the.
[AGENT][NEUTRAL] It was effective [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And were you needing benefits for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Uh, outpatient specialty office visit.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK. Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, and do you have, uh, the, the plan has, uh, have allergy benefits?
[CUSTOMER][NEUTRAL] to be in this town.
[AGENT][NEUTRAL] If, if you have services done in a doctor's office, yes, it would be covered under their outpatient benefit. This policy coordinates with the primary insurance. Whatever the primary applies to the deductible, co-pay, or co-insurance, we'll pay up to $2500 per calendar year and any benefits given on the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and uh can you give me that amount one more time? You'll pay up to.
[AGENT][NEUTRAL] 2500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and that's the deductible co-pay and co-insurance of the primary? OK, alrighty, and uh, so is this is the work as a gap insurance like or a supplement?
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. It's uh uh just a secondary policy to their major medical.
[CUSTOMER][POSITIVE] OK, alright, perfect. May I please have a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK and you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome thank you so much you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.