AccountId: 011433970860
ContactId: 321169e7-03d9-4fed-9392-81a840a554c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125959 ms
Total Talk Time (AGENT): 41241 ms
Total Talk Time (CUSTOMER): 48997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/321169e7-03d9-4fed-9392-81a840a554c5_20250609T20:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], good afternoon. My name is [PII]. I was calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] OK. And did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you verify benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, of course, that would be [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number would be 2473492.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] or [PII]. This patient does have two last names. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient and if you uh have access to the accumulators as well by any chance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, for outpatient benefits, let's see.
[AGENT][NEUTRAL] Uh, they have 1500 per cover person per calendar day benefit payable.
[CUSTOMER][NEUTRAL] OK, so 1500 per day, correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the second part?
[CUSTOMER][POSITIVE] Perfect, that would be it for me.
[CUSTOMER][NEUTRAL] Oh, no, just that, um, and then may I please have a reference number for a call? That was everything I needed.
[AGENT][NEUTRAL] OK, um, it's my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I really appreciate your help. Hope you have a wonderful rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.