AccountId: 011433970860
ContactId: 228dd61d-2b06-4a88-8ecf-7b0d3bcc1225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162369 ms
Total Talk Time (AGENT): 72029 ms
Total Talk Time (CUSTOMER): 47761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/228dd61d-2b06-4a88-8ecf-7b0d3bcc1225_20250617T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to um verify benefits and eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to help you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] So my name is [PII] and the contact number is [PII].
[AGENT][NEUTRAL] And that was for eligibility and benefits. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 022 03932 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It's um outpatient, outpatient ambulatory surgery.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] And again, just for the call, the information provided is a verification of benefits, not a guarantee of payment. So for outpatient, the policy will pay up to $6000 per calendar year per person.
[AGENT][NEUTRAL] And that does include surgery and that.
[CUSTOMER][NEUTRAL] So has anything been satisfied?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] For [PII], she has not used any of the benefits.
[CUSTOMER][NEUTRAL] OK then, alright, and it's secondary so no office is required, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and may I have a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And tell me your first name again please.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK [PII], thanks for the information.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.