AccountId: 011433970860
ContactId: 1da00eaa-8a35-4ce2-85fc-408c4b539fdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111930 ms
Total Talk Time (AGENT): 57578 ms
Total Talk Time (CUSTOMER): 29156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1da00eaa-8a35-4ce2-85fc-408c4b539fdc_20250221T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then also can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII] and the policy number that we have is 02295813.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible, co-pay and co-insurance, and she has an outpatient calendar year benefit amount of $3500.
[CUSTOMER][NEUTRAL] Does she have the full amount available?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, she's not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you so much for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.