AccountId: 011433970860
ContactId: 3cd7d9bc-fd4f-4256-ae47-cf9fbc8226f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136649 ms
Total Talk Time (AGENT): 70482 ms
Total Talk Time (CUSTOMER): 36878 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3cd7d9bc-fd4f-4256-ae47-cf9fbc8226f1_20250324T19:04_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][POSITIVE] Hi, yes, I needed to get benefits on a patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, it is 02605890 ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with those benefits for [PII]. I'm showing that the policy is active. The effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to the major medical policy, and what type of benefits are you needing?
[CUSTOMER][NEUTRAL] This is for outpatient diagnostic study.
[AGENT][NEUTRAL] All right. [PII] does have outpatient coverage up to $6000 per calendar year.
[AGENT][NEUTRAL] That is a verification of coverage, not a guarantee of payment.
[AGENT][POSITIVE] And she has that full benefit remaining right now.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was all, but do you give reference numbers?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name, [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, that was all. Thank you so much.
[AGENT][POSITIVE] Oh, it was my pleasure to assist you with those benefits. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.