AccountId: 011433970860
ContactId: 373c4d5d-401a-4e42-b589-66ef0072bfde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120129 ms
Total Talk Time (AGENT): 60280 ms
Total Talk Time (CUSTOMER): 40578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/373c4d5d-401a-4e42-b589-66ef0072bfde_20250505T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi and I'm calling because I need benefits on a patient please and if you don't mind, can I have the initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, my name is [PII], that's [PII] A. Phone number is [PII].
[AGENT][POSITIVE] Thank you for that, and I'll be more than happy to help you with the eligibility and benefits. and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course it's 01.
[CUSTOMER][NEUTRAL] 222129 ML 8.
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And let me see what type.
[CUSTOMER][NEUTRAL] I'm looking for outpatient um.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] Alright, so for outpatient.
[CUSTOMER][NEUTRAL] I um I'm service center yeah.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1250 per calendar year. Did you want me to see if any of that has been used for this year?
[CUSTOMER][NEUTRAL] Please if you don't mind.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, none of the benefits have been used for this year, so he still has that full balance.
[CUSTOMER][POSITIVE] Perfect. OK, if you don't mind, [PII], can I have a reference number for our call?
[AGENT][NEUTRAL] All right, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all for today thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.