AccountId: 011433970860
ContactId: 0ee683e2-4b70-4416-a8dd-12bd59fff1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110819 ms
Total Talk Time (AGENT): 45289 ms
Total Talk Time (CUSTOMER): 49599 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/2025/04/09/0ee683e2-4b70-4416-a8dd-12bd59fff1f3_20250409T19:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefits for one of my patients.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] first initial and my last name is [PII] call back number [PII].
[AGENT][NEUTRAL] Thank you and the policy number of the member that you're calling to verify benefits for today, [PII].
[CUSTOMER][NEUTRAL] Policy number, it is, wait, where is my, OK, so for the outpatient 01843884 ML 8.
[AGENT][NEUTRAL] Thank you, could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], this policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits. This member has outpatient benefits of $5000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 5000 and it's still available?
[AGENT][NEUTRAL] Yes, the member has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK, so $5000 5000 dollars available.
[CUSTOMER][NEUTRAL] Uh, can I have your name and a reference number, please?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference. Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thanks for calling APL