AccountId: 011433970860
ContactId: 0c1c905d-8681-4b9e-9d30-fa3667c1b842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103120 ms
Total Talk Time (AGENT): 60838 ms
Total Talk Time (CUSTOMER): 37732 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0c1c905d-8681-4b9e-9d30-fa3667c1b842_20250318T14:51_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] I can help with benefits there. What is the policy number, please?
[CUSTOMER][NEUTRAL] It's 01749477.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. Um, [PII], the policy went into effect on [PII]. It is current. Now you mentioned you wanted to know about benefits. The outpatient benefits for this are $1000 per calendar year and that is just a verification of the benefits, not a guarantee of payment. It covers outpatient hospital, uh, the ER, urgent care, um, cancer treatment, uh, independent labs. Is there anything in particular that I could tell you about the policy?
[CUSTOMER][NEUTRAL] It no, it was just that if you, if you don't mind telling me if she's used up any of the benefits for this year.
[AGENT][NEUTRAL] OK, so for the calendar year [PII], it looks like uh none of the benefits have been used at all. So it looks like everything would be available.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It's just your name because I know you said it when you first answered but I had you on speaker so I didn't catch the name.
[AGENT][NEUTRAL] Oh no that's fine. My name is [PII] and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] As a reference, perfect. Alright, my love, thank you so much. Have a great day, OK.
[AGENT][POSITIVE] OK, well thanks for contacting AP have a good day.