AccountId: 011433970860
ContactId: 3548d313-072f-49da-a05b-0553096124c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136119 ms
Total Talk Time (AGENT): 42055 ms
Total Talk Time (CUSTOMER): 37158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/3548d313-072f-49da-a05b-0553096124c9_20250418T17:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling, um, to verify a outpatient benefits.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have the um policy number of the patient?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 039.
[CUSTOMER][NEUTRAL] 36, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. I've got our policy effective [PII]. It's currently active. And let me get those benefits pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, for the outpatient benefit, they have a maximum payout of 6000 per calendar year.
[CUSTOMER][NEUTRAL] Any accumulation?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, it looks like we've paid out 91538 so far this year.
[CUSTOMER][NEUTRAL] OK, perfect, um, that is all the information that I do need if I can just have your last initial please?
[AGENT][NEUTRAL] That's [PII], and then today's date with my name is the reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your assistance. I hope you have a great day and enjoy your weekend.
[AGENT][POSITIVE] Thanks for calling APLU you as well.
[CUSTOMER][NEUTRAL] OK bye bye.