AccountId: 011433970860
ContactId: 301a0e20-3cb1-4143-bd80-3e2e7c106541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114339 ms
Total Talk Time (AGENT): 48093 ms
Total Talk Time (CUSTOMER): 48940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/301a0e20-3cb1-4143-bd80-3e2e7c106541_20250428T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, Ms. [PII]. My name is [PII]. Initial of my last name is [PII]. And I'm calling to check the benefits for an outpatient, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on outpatient benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 148.
[CUSTOMER][NEUTRAL] 0358 and Mary, L Larry, number 8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date on the policy is [PII].
[AGENT][NEUTRAL] This is a verification of benefits, not guarantee of payment. The outpatient benefit amount per day on this plan is $500.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Mhm. per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Per day, 500. Perfect, Ms. [PII]. Um, may I have the initial of your last name and a reference number, please?
[AGENT][NEUTRAL] Absolutely. initial to my last name is [PII]. The call reference is my name with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And Ms. [PII], what is your time zone?
[AGENT][NEUTRAL] Uh, we are on Central time, so it's [PII] local.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help, Miss.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye bye.