AccountId: 011433970860
ContactId: 2cf4a479-3605-4558-9d22-2449d8c62998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141479 ms
Total Talk Time (AGENT): 70758 ms
Total Talk Time (CUSTOMER): 54878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2cf4a479-3605-4558-9d22-2449d8c62998_20250312T12:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII] I can I help you?
[CUSTOMER][POSITIVE] Yes, hi, good morning. I'm calling for Benefice please.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] I have 02462077 M as in mom, L Larry, number 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, a lot of threes and zeros.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] People get confused. Hold it, hold it.
[AGENT][NEUTRAL] And did you
[AGENT][NEUTRAL] And so you're calling for benefit information?
[CUSTOMER][NEUTRAL] Yes, please, for outpatient.
[AGENT][NEUTRAL] It's for in the
[AGENT][NEUTRAL] Outpatient facility, OK, or hospital? OK. What's the patient, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Her name, oh, I didn't get her name. Let me get it. Give me a second, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Policy is active at this time.
[AGENT][NEUTRAL] And I have the outpatient benefit for you. I'm showing it's $2000 to $2000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, and I'll check to see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At this time I don't show any of that benefit used this year.
[CUSTOMER][POSITIVE] OK. All righty. Thank you. And can I get your name and a reference number, please?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. It's [PII], first initial uh of my last name is [PII]. And did you have any other questions?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, Ms. [PII], thank you.
[AGENT][POSITIVE] Alrighty, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome you too bye bye.
[AGENT][NEUTRAL] Bye bye.