AccountId: 011433970860
ContactId: fe4a6f80-1651-47f4-a5b4-59d39844d57a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164990 ms
Total Talk Time (AGENT): 81180 ms
Total Talk Time (CUSTOMER): 61459 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/fe4a6f80-1651-47f4-a5b4-59d39844d57a_20250206T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] from a more pre-service department. I was calling to check, um, eligibility on a patient please if you don't mind.
[AGENT][POSITIVE] OK, I can definitely help you with the um eligibility, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, that will be [PII].
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02506453 M like Mary, L like Larry 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And did you say you want a claim status or eligibility?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, I just want to make sure. Um, did you want to go over any benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for outpatient, and if this, um, is a secondary to, um, another insurance, do they require authorization?
[AGENT][NEUTRAL] Um, so, no, none of our APL policies require authorization, um, because we are the secondary, um, insurance. This is 2, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like it's 2nd to AMed.
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] And the outpatient, hold on one moment, max for this policy, um, it's up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] All right, perfect. Um, Ms. [PII], may I have you the first letter of your last name and a reference number please for this call if you don't mind?
[AGENT][NEUTRAL] Sure. So there's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you very much. I appreciate all your help.
[AGENT][POSITIVE] You're very welcome. And again, all the information provided was a verification of benefits, not a guarantee of payment. And Liberty, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much. I appreciate your help.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome.
[CUSTOMER][POSITIVE] All right, yeah, take care now. Bye-bye.
[AGENT][NEUTRAL] Bye bye.