AccountId: 011433970860
ContactId: 36344eac-3bdb-41e5-ba24-465389024881
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133970 ms
Total Talk Time (AGENT): 56441 ms
Total Talk Time (CUSTOMER): 58154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/36344eac-3bdb-41e5-ba24-465389024881_20250204T20:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I was calling to check benefits for a patient that's gonna be having surgery.
[AGENT][NEUTRAL] OK, I can assist with that. [PII], what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 991.
[CUSTOMER][NEUTRAL] 751-160
[CUSTOMER][NEUTRAL] I'm like
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Oh my gosh, I'm so sorry I read you the wrong one. It's 024.
[CUSTOMER][NEUTRAL] 734.
[CUSTOMER][NEUTRAL] 59 M as in Mary, L as in Larry, and 8.
[AGENT][NEUTRAL] OK, thank you, no problem. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much, and you're calling for benefits for the member for outpatient. Give me one second, I can assist you with that.
[AGENT][NEUTRAL] This policy shows effective as of [PII] and it shows that it's active. And for outpatient benefits, please note verification of benefits provided does not guarantee payment. We will pay up to $1000 for the calendar year.
[CUSTOMER][NEUTRAL] OK perfect and has she used anything of it yet?
[AGENT][NEUTRAL] Let me check that for you, please. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, she has not.
[CUSTOMER][POSITIVE] OK perfect so she has the full 1000 remaining.
[CUSTOMER][NEUTRAL] And you said it's per calendar year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alrighty thank you so much for that information.
[CUSTOMER][NEUTRAL] Um, do you guys give reference numbers for your calls?
[AGENT][NEUTRAL] You're welcome, [PII]. We do not, but you can use my name. My last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you again [PII]. You have a good rest of your day.
[AGENT][POSITIVE] And you did the same, [PII] and thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.