AccountId: 011433970860
ContactId: fd8869a6-adbb-4a76-9b66-927daefa85f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200710 ms
Total Talk Time (AGENT): 90630 ms
Total Talk Time (CUSTOMER): 84330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/fd8869a6-adbb-4a76-9b66-927daefa85f9_20250613T20:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was wondering if you could assist me in verifying if a patient is currently um.
[CUSTOMER][NEUTRAL] Using APL at this time if they're active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have here is 02486903, the letter M, the letter L and the number 7.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. I have no extension.
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh patient's first name is [PII]. Last name is [PII], spelled [PII] His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And just to ask you a quick question, have people ever uh call you [PII] from Key and Pees yet?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Too many times. That was my nickname all throughout high school and a little bit in college.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] I just have to ask.
[CUSTOMER][NEUTRAL] Uh-huh, joke, the joke just never gets old, let me tell you.
[AGENT][NEGATIVE] I know, and it's so bad. Every time I see someone named [PII], I want to say A Aaron, so bad.
[CUSTOMER][NEUTRAL] Oh, I, I already say [PII]. It, it might as well just, you know, give them back what they dish out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. I'm sorry. I just had to ask, but um it's showing.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]. Perfect. Would you be able to tell me if he has like an outpatient annual amount that assist him with like any co-payments?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Uh, it does have an outpatient benefit max, uh, but it doesn't cover co-pays for an office visit. Um, outpatient should be an ER, urgent care, ambulatory surgery center, MRI imaging center, and, um, not a guarantee of payment, just a verification of coverage. Yes, an outpatient benefit max of $1000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has he used any of it as of as of today?
[AGENT][NEUTRAL] Uh, no, ma'am. He hasn't, so it is available.
[CUSTOMER][NEUTRAL] OK, and it's only 1000 for the annual amount correct?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect awesome OK thank you so much. Can I get your name once more and the first initial to your last as well as the reference number?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII], and if you like, you can use my name at today's date as reference.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII]. I really appreciate all of your help.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye now.
[AGENT][NEUTRAL] Bye.