AccountId: 011433970860
ContactId: 3cbae32a-fc2a-457f-be97-937cb1d505d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176539 ms
Total Talk Time (AGENT): 70517 ms
Total Talk Time (CUSTOMER): 82916 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3cbae32a-fc2a-457f-be97-937cb1d505d3_20250123T20:57_UTC.wav
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[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm so sorry. One second moment of I'm so.
[CUSTOMER][POSITIVE] Oh my God, [PII], I'm so sorry. I do apologize.
[AGENT][POSITIVE] You're OK. It was adorable. It made my heart happy.
[CUSTOMER][NEUTRAL] The, you know, the struggles, well, not struggles, but the things that happen when you work from home.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I'm actually calling, I'm so sorry to verify I have a members, uh, supplemental coverage is active and if they have any outpatient benefits.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility and outpatient benefits. Do you mind if I get your name and a good callback number?
[CUSTOMER][POSITIVE] Yes, absolutely. My name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You like?
[AGENT][NEUTRAL] Thank you. And what is uh the policy number you want to look at today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes. So I have 01647476 ML 8.
[AGENT][POSITIVE] Perfect and give me just a moment to get that pulled up for you.
[CUSTOMER][POSITIVE] Sure, no problem. Thank you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Perfect, thank you for your patience and would you be able to verify for me please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Uh, [PII], [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do see [PII] here. She is current and active with us. It looks like her effective date is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Let me get some benefits pulled up for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Absolutely, and I do wanna let you know that any benefit information I give you over the phone today is just a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. It looks like she has an outpatient benefit that is $500 per calendar day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] You betcha the reference number is my name, [PII], first initial, last name, B like boy in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You too thanks.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.