AccountId: 011433970860
ContactId: 0bdeff58-783d-4942-9fe6-c2c6db6eb298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108790 ms
Total Talk Time (AGENT): 45943 ms
Total Talk Time (CUSTOMER): 37452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0bdeff58-783d-4942-9fe6-c2c6db6eb298_20250513T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from B Opatient services to see some benefits for our patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, I do. So 024 02582121.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh show the policy is effective [PII]. It's currently active. And you said for outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, let me get that pulled up. Um, not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Yeah, let's see
[AGENT][NEUTRAL] Um, for her outpatient benefits, she has a
[AGENT][NEUTRAL] $5000 or I'm sorry, $500 per covered person per calendar day then maximum payable.
[CUSTOMER][POSITIVE] OK, pretty perfect.
[CUSTOMER][NEUTRAL] Um, is there any way you guys give a reference number for the calls or no, just the date and time?
[AGENT][NEUTRAL] Uh, yes, it's just, yeah, it's my name, [PII], first initial to last name [PII], and then today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Perfect. No, I think that was about it. Thank you so much for all your help today.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.