AccountId: 011433970860
ContactId: 19f5be91-e19d-4d3a-9447-be3c8a12c78b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105449 ms
Total Talk Time (AGENT): 51210 ms
Total Talk Time (CUSTOMER): 28277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/19f5be91-e19d-4d3a-9447-be3c8a12c78b_20250603T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, well I can verify benefits for you and your name is one more time, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 02455544.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And verifying the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this? Oh, you said for outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage with this policy is secondary. We help with major medicals, deductibles, co-pay, and or co-insurance, and the patient has a benefit max up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK perfect and then can I just get a reference for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.