AccountId: 011433970860
ContactId: 361e8762-1bf6-457e-906f-5a0de8f50b5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 52030 ms
Total Talk Time (CUSTOMER): 31750 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/361e8762-1bf6-457e-906f-5a0de8f50b5c_20250123T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi and I'm calling to get benefits for a member for outpatient hospital.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and it is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is 01534911 ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII] for [PII]. And you said you need to go over outpatient hospital benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment I'm just waiting for everything to come up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $250 per calendar day.
[CUSTOMER][POSITIVE] Per day. OK, perfect. Thank you so much. And can I get a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Excellent thank you so much and you have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.