AccountId: 011433970860
ContactId: 33234990-0bb4-4dec-af13-9d09ec06a069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103150 ms
Total Talk Time (AGENT): 44548 ms
Total Talk Time (CUSTOMER): 32041 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/33234990-0bb4-4dec-af13-9d09ec06a069_20250515T14:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get benefits on a patient, please.
[AGENT][POSITIVE] May I have your name? I can help you with benefits.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] 02618610.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. And do you need inpatient or outpatient benefits from him today?
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] OK, one moment please. Um, this policy shows effective as of [PII] and it shows active and for outpatient benefits. Give me one moment please.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um do you give reference numbers?
[AGENT][NEUTRAL] Uh, no, but you can use my name [PII]. Last initial is [PII] and today's date.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] OK. That, that was all. Thank you.
[AGENT][POSITIVE] You're very welcome and thank you for calling APLO. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mm bye.