AccountId: 011433970860
ContactId: 2e3d6abb-eac4-4223-b26b-857670f891a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107720 ms
Total Talk Time (AGENT): 51161 ms
Total Talk Time (CUSTOMER): 38179 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2e3d6abb-eac4-4223-b26b-857670f891a4_20250519T13:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and the callback number?
[CUSTOMER][NEUTRAL] It's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] It's 01912268 M as in Mary, L as in lake, the number 8.
[AGENT][POSITIVE] I have the member's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII], and you're calling to verify benefits eligibility for outpatient services.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. The member has outpatient benefits of $6500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK and has she used any of that as of now?
[AGENT][NEUTRAL] Um, she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number for this call please?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.