AccountId: 011433970860
ContactId: 33bf8a4f-bdab-4786-995e-83e2688f2366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111099 ms
Total Talk Time (AGENT): 54668 ms
Total Talk Time (CUSTOMER): 33910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/33bf8a4f-bdab-4786-995e-83e2688f2366_20250102T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][POSITIVE] Hi, good morning, I'm calling to get outpatient um benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02494313 M as in Mary, L as in lamb, the number 8.
[AGENT][NEUTRAL] I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. So I show the policy effective date is [PII]. Policy is currently active at this time, and you said that this is for outpatient facility benefit?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $6000.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] Uh, this information is verification only. It does not guarantee payment of a claim, and currently I don't show, of course, any of that benefit used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she still has the full amount um available.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have your name and a reference number please?
[AGENT][NEUTRAL] You'll use my name in today's date as reference [PII] first initial of my last name is [PII]. And did you have any other questions I can help out with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.