AccountId: 011433970860
ContactId: 1aac5ccf-16b1-4a11-9950-f06325c0ee2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86040 ms
Total Talk Time (AGENT): 31832 ms
Total Talk Time (CUSTOMER): 34812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1aac5ccf-16b1-4a11-9950-f06325c0ee2f_20250326T19:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get outpatient benefits for patients, and then I wanted to see if she's used up any benefits for this year.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] and then callback number is [PII].
[AGENT][NEUTRAL] Like, what is that policy number?
[CUSTOMER][NEUTRAL] It's 022-01875.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of $1000 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, alright, um, those are the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you [PII] you too bye.
[AGENT][POSITIVE] Thanks. Goodbye.