AccountId: 011433970860
ContactId: 39ea0638-55e8-4a6e-8f17-95af35c818db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131199 ms
Total Talk Time (AGENT): 55542 ms
Total Talk Time (CUSTOMER): 37367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/39ea0638-55e8-4a6e-8f17-95af35c818db_20250204T20:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify um benefits on a member.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have 17314.
[AGENT][NEUTRAL] That may be the group number. Do you have their card available there?
[CUSTOMER][NEUTRAL] Let me see if I got it. Give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, it is a group number so the correct policy number is 01791409.
[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 what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Out outpatient benefits.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy would pay up to $500 per occurrence.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for the calls?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII] my [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.