AccountId: 011433970860
ContactId: 1a00a62b-c58f-4cf7-9b97-0fa3f5f666e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108529 ms
Total Talk Time (AGENT): 49070 ms
Total Talk Time (CUSTOMER): 41157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1a00a62b-c58f-4cf7-9b97-0fa3f5f666e7_20250327T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], good afternoon. I'm calling to verify outpatient hospital benefits for a patient, please.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the outpatient benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02465908. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. I'm showing it's been effective since [PII]. And for the outpatient benefits, hold on one moment.
[AGENT][NEUTRAL] The policy will pay up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Has any of that been used?
[AGENT][NEGATIVE] It resets each day.
[CUSTOMER][NEUTRAL] Oh, each day, so $3000 you said per calendar day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, um, do you provide supplier reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name on today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.