AccountId: 011433970860
ContactId: 09bebb8f-af9d-4981-b5df-6b1c71f1ae88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86599 ms
Total Talk Time (AGENT): 38970 ms
Total Talk Time (CUSTOMER): 43498 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/09bebb8f-af9d-4981-b5df-6b1c71f1ae88_20250122T14:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for eligibility and outpatient benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] [PII], can I have the policy number of the member?
[CUSTOMER][NEUTRAL] Um, yes, 021-70148. M as in Mary, L as in Lima, 7.
[AGENT][POSITIVE] Thank you. What is that member's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility and benefits?
[CUSTOMER][NEUTRAL] Um, yes, for outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] has a maximum benefit amount of $5000 per calendar year for outpatient services. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you, you said 5000 for calendar year?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Can I get a reference number for this phone call?
[AGENT][NEUTRAL] We don't provide those [PII]. You use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Good bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.