AccountId: 011433970860
ContactId: 2da5dc96-1904-40da-9a29-f21080d6df0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138789 ms
Total Talk Time (AGENT): 60023 ms
Total Talk Time (CUSTOMER): 50263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/2da5dc96-1904-40da-9a29-f21080d6df0c_20250619T13:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you spell it for me, please?
[AGENT][NEUTRAL] [PII]. And you said your name was [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] I'm calling from Boca Regional.
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and how can I assist you today, [PII]?
[CUSTOMER][NEUTRAL] So I have a patient that has a secondary. I just wanna check her benefits.
[AGENT][NEUTRAL] Can I have that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure it's 01.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 297.
[CUSTOMER][NEUTRAL] 0 ML 8.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In this place of service, would it be considered as an office visit or outpatient services?
[CUSTOMER][NEUTRAL] Outpatient hospital?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. The member has outpatient benefits of $2500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] And she's utilized $137.84 of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] You said 137?
[AGENT][NEUTRAL] The amount that you utilized for the year?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 137 84.
[CUSTOMER][POSITIVE] 84. Thank you so much.
[CUSTOMER][NEUTRAL] And uh there's no reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, we don't provide reference numbers unfortunately you can feel free to use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.