AccountId: 011433970860
ContactId: 2512d633-da0a-4da5-8440-0e56aa8c0556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153710 ms
Total Talk Time (AGENT): 55061 ms
Total Talk Time (CUSTOMER): 62242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/2512d633-da0a-4da5-8440-0e56aa8c0556_20250501T18:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to get um benefits and a member. I'm sorry, can you repeat your name one more time?
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], can I have a callback number for your policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Policy number is 025.
[CUSTOMER][NEUTRAL] 314 2.
[CUSTOMER][NEUTRAL] M for Michael, C for L for Larry, and number 8.
[AGENT][NEUTRAL] Could you verify that policy number again cause it's not enough numbers.
[CUSTOMER][NEUTRAL] 02538142 ML 8.
[AGENT][NEUTRAL] And what's the member's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service you need.
[CUSTOMER][NEUTRAL] For outpatient surgery.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. This member has.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Outpatient benefits of $250 per calendar day and this is not a guarantee of benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's just $250 the whole year.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] Oh, per day?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Awesome, can I get a.
[CUSTOMER][NEUTRAL] Can I get a reference card number and the first initial to your last?
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name and today's date as a reference is [PII].
[AGENT][NEUTRAL] [PII], and the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much for your help you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.