AccountId: 011433970860
ContactId: fbade071-bef4-4d56-ba65-3dddd369c6b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126760 ms
Total Talk Time (AGENT): 62999 ms
Total Talk Time (CUSTOMER): 32902 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/fbade071-bef4-4d56-ba65-3dddd369c6b9_20250331T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just needed to verify benefits please.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh my name's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do, it is.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] 02273700
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, it's just a basic outline of the policy. And was this gonna be for um outpatient services or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me get that policy pulled up.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so it looks like for her outpatient benefit, um, she has a $2000 calendar year maximum payout, and that's gonna be for deductibles, co-pays, or co-insurance. This is a supplemental secondary policy, so be sure to uh file that primary explanation of benefits when you file the claim.
[CUSTOMER][NEUTRAL] Of course, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can I get a call reference number?
[AGENT][NEUTRAL] Uh, call reference number will just be my, it's my first name [PII], last initial [PII].
[AGENT][NEUTRAL] And today's date. And is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, I think that's gonna be it. You have a great week thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[AGENT][NEUTRAL] Mhm