AccountId: 011433970860
ContactId: 2fe8b5ca-af9b-4c15-90b2-c50a12a21b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106040 ms
Total Talk Time (AGENT): 50757 ms
Total Talk Time (CUSTOMER): 45150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2fe8b5ca-af9b-4c15-90b2-c50a12a21b97_20250303T14:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I have a patient coming in for surgery at outpatient hospital. He added this as his secondary insurance. Just wanted to verify benefits and eligibility on the policy, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My number is [PII], no extension.
[AGENT][NEUTRAL] [PII], could you provide me with the spelling of your name and and that policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 02565183.
[AGENT][NEUTRAL] Did you verify that patient's name and date of birth that you're requesting outpatient benefits for?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits. The member has outpatient benefits of $2000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy coverage, [PII], is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has he used that benefit yet this year?
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK, great. May I just have a call reference number please?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Can you spell your first name for me please, ma'am?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, [PII], thank you. That's pretty [PII]. Um, I appreciate your help. You have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] OK thanks bye.