AccountId: 011433970860
ContactId: fbf1d07a-e6b8-4710-9b2e-781424513022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127300 ms
Total Talk Time (AGENT): 61211 ms
Total Talk Time (CUSTOMER): 47329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/fbf1d07a-e6b8-4710-9b2e-781424513022_20250331T12:41_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ay, my name is [PII] I'm looking to verify eligibility and benefits for a members gap policy.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, so that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number I have here is 02331259.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient facility.
[AGENT][NEUTRAL] Pay for outpatient, we cover up to $350 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Understood. And is there any sort of a calendar year limitation on that benefit, or is it always gonna be the $350 a day?
[AGENT][NEUTRAL] Yes, there is 350 per day.
[CUSTOMER][NEUTRAL] OK, understood making a note of that there.
[CUSTOMER][NEUTRAL] Should be wrapping up now. May I just have a reference number for this call?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date and my name is spelled [PII] and my last initial is [PII], and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all leave you. I appreciate your time and I hope you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye now.