AccountId: 011433970860
ContactId: 37ffeb7e-a3bf-4ea9-ad04-1eb94b52b80b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74110 ms
Total Talk Time (AGENT): 30659 ms
Total Talk Time (CUSTOMER): 22447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/37ffeb7e-a3bf-4ea9-ad04-1eb94b52b80b_20250410T12:36_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][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the outpatient benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And uh phone number is [PII] option 3.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02258748.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[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. So I am showing the policy is active, it has been effective since [PII].
[AGENT][NEUTRAL] And let me see the outpatient benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.