AccountId: 011433970860
ContactId: 11395e1f-9b85-4a3b-b81b-4d61a8051460
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117779 ms
Total Talk Time (AGENT): 74007 ms
Total Talk Time (CUSTOMER): 36799 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/11395e1f-9b85-4a3b-b81b-4d61a8051460_20250124T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. My name is [PII], and I was calling to actually get benefits for a mutual patient.
[AGENT][POSITIVE] And it it would be a pleasure to assist you with those benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You need the outpatient benefits for the patient?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] I can help you with that. And uh what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 2255683.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] The last name is [PII], first name [PII] with the date of birth of [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with those outpatient benefits for [PII]. I am showing that her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a secondary policy to her major medical.
[AGENT][NEUTRAL] And she does have outpatient coverage up to $1000 per calendar year. Now that is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] And is there anything else I can, oh wait, I know what you're gonna ask at this time she has those benefits available for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] And just the reference number perfect thank you.
[AGENT][POSITIVE] The reference number is my name and today's date, and I spell my name [PII], and that was a pleasure to help you with those benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That's all you've been amazing. Thank you so much, [PII]. You have a good one.
[AGENT][POSITIVE] It's my pleasure and thank you for calling APL and Net. Have a great weekend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.