AccountId: 011433970860
ContactId: 343275db-9498-4f06-aa3b-c21295b93027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126099 ms
Total Talk Time (AGENT): 47403 ms
Total Talk Time (CUSTOMER): 55258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/343275db-9498-4f06-aa3b-c21295b93027_20250228T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] OK, I'm happy to check on benefits for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's going to be 01923350, M as in Mike, L as in Larry, and number 8.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] The member's plan has an outpatient benefit max per calendar day, which is $1000.
[CUSTOMER][NEUTRAL] OK, it all per calendar day here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, this is per day, right, you said?
[AGENT][NEUTRAL] Per calendar day. Uh-huh. Correct.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And does anything, OK, if it's for calendar day, so that means that it covers 1000 for each day, right? I'm kind of confused. OK, beautiful. No, perfect. The last thing I may need is gonna be the initial to your last name and a reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely. Initial to my last name is [PII]. Call reference is my name with my last initial and then today's date. Today is [PII].
[CUSTOMER][POSITIVE] Beautiful. Thank you so much and I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][NEUTRAL] Bye-bye.