AccountId: 011433970860
ContactId: 03d5597b-aae0-41d7-b282-21f8ec166840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207800 ms
Total Talk Time (AGENT): 72401 ms
Total Talk Time (CUSTOMER): 79368 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/03d5597b-aae0-41d7-b282-21f8ec166840_20250114T23:30_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to verify some benefits.
[AGENT][POSITIVE] Yeah, I'd love to help you with some benefits today. Um, do you mind if I get your name, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and what is a good callback number for you?
[CUSTOMER][NEUTRAL] OK, I'm in the operator thing right now, so I'm not really leaving the operator hospital. The break is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect and that policy number, ma'am?
[CUSTOMER][NEUTRAL] OK, the policy number that I have for Mr. [PII], hold on for a moment, let me click on it for a moment, OK.
[CUSTOMER][NEUTRAL] Hold on for one moment, let me get ready.
[AGENT][POSITIVE] No worries, take your time.
[CUSTOMER][NEUTRAL] OK, the policy number I have is 02041968ML8.
[AGENT][POSITIVE] Perfect. And can you.
[CUSTOMER][NEUTRAL] I'm listening to you. Hold on for one moment there operator, um, could you hold for a moment? It's not an emergency.
[CUSTOMER][NEUTRAL] OK, what room, ma'am?
[CUSTOMER][NEUTRAL] Ma, hold on for one. What room, ma'am, what room do you need to be transferred to?
[CUSTOMER][NEUTRAL] What floor?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sorry about that, ma'am. OK, yeah, that's the policy's number. His name is [PII]
[AGENT][POSITIVE] Wonderful and if you could just um verify his date of birth for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and you said you needed benefits on him, is that correct?
[CUSTOMER][NEUTRAL] Yeah, um, it's, yeah, I mean.
[AGENT][NEUTRAL] Inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient, he was in the ER the weekend.
[AGENT][NEUTRAL] Got you. OK, perfect. Um, he's current and active with us and he does have outpatient benefits up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] Hold on for a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, sorry, up to $6000 per calendar year and that does include coverage in an ER.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, what's the effective date?
[AGENT][NEUTRAL] Uh, yes, his effective date is, I'm so sorry, let me go back to that screen. Um, it is [PII], and I did just wanna let you know any benefits I give you over the phone it's just the verification of coverage and never guaranteed payments. Perfect, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I yeah, I understand that.
[CUSTOMER][NEUTRAL] And you say um effective date is [PII]. OK, thank you so much and what's your name?
[AGENT][NEUTRAL] Um, yes, my name is [PII] and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] you have a blessed night. I appreciate that.
[AGENT][POSITIVE] Hey my pleasure thank you [PII] you take care.
[CUSTOMER][NEUTRAL] You bye.
[AGENT][NEUTRAL] Bye bye.