AccountId: 011433970860
ContactId: 1c63d5c9-c5e1-41d8-8174-145125f647b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128690 ms
Total Talk Time (AGENT): 61993 ms
Total Talk Time (CUSTOMER): 40420 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1c63d5c9-c5e1-41d8-8174-145125f647b5_20250214T18:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can help with that thank you. And may I please have your name to start?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and if you also spell that for me please, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and your callback number if we are disconnected please would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and I'm ready for the policy number please.
[CUSTOMER][NEUTRAL] OK, let's see. The policy number is 1480396.
[AGENT][POSITIVE] Thank you very much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for the information [PII] and you're calling again for eligibility. Would you need benefits for the member as well?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Would you also need benefits for the member?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the policy shows effective as of [PII] and it shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $500.
[CUSTOMER][NEUTRAL] Um, 500 per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or OK.
[CUSTOMER][NEUTRAL] And then, OK.
[CUSTOMER][NEUTRAL] Um, is there a reference number for the call?
[AGENT][NEUTRAL] Uh, no, we do not use reference numbers. You can use my name and today's date again, my name is [PII], my last initial is [PII]
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Hope you have a great rest of your day.
[AGENT][POSITIVE] You as well thank you very much for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.