AccountId: 011433970860
ContactId: 34949e6a-1376-4df5-8ecb-511e923bfc0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123860 ms
Total Talk Time (AGENT): 51931 ms
Total Talk Time (CUSTOMER): 42357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/34949e6a-1376-4df5-8ecb-511e923bfc0f_20250506T14:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last initial [PII].
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm great, thanks for asking. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02549474.
[AGENT][NEUTRAL] And I apologize, could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Sure, that would be [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active and you're calling to verify outpatient benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] This policy has $6000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] And do you have any accumulation?
[AGENT][NEUTRAL] No, the member has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that would be all. May I have a reference number, please?
[AGENT][NEUTRAL] We don't provide those, but you can use my name and today's date as a reference. It's [PII], today's date is the reference.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help today.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.