AccountId: 011433970860
ContactId: 014b89c8-9aaa-4711-83b0-28b357e48d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148500 ms
Total Talk Time (AGENT): 57447 ms
Total Talk Time (CUSTOMER): 47130 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/014b89c8-9aaa-4711-83b0-28b357e48d40_20250606T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from the M and emergency room. I am calling to verify benefits for a patient that's here.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits and, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, let me see, give me one second. The ID number that I have for her is going to be.
[CUSTOMER][NEGATIVE] One second, I just lost it.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Um, I have it as 0229.
[CUSTOMER][NEUTRAL] 2690.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective, hold on one moment.
[AGENT][NEUTRAL] It's been effective since [PII].
[AGENT][NEUTRAL] And you said emergency room, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And for outpatients, the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me just double check for the emergency room. Yeah, there's no deductible for the emergency room.
[CUSTOMER][POSITIVE] Alrighty perfect and you said your name was?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're welcome Day and was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.