AccountId: 011433970860
ContactId: 3d2eafc0-feef-428c-b985-f1f946f76c1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107790 ms
Total Talk Time (AGENT): 59152 ms
Total Talk Time (CUSTOMER): 40169 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3d2eafc0-feef-428c-b985-f1f946f76c1c_20250303T15:59_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], my name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine. I need to get eligibility and benefits for a mutual patient, please.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course it is 02022166 M as in Mary, L as in love, 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And um I am showing that the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It would be for her outpatient benefit limit possibly.
[AGENT][NEUTRAL] Outpatient, OK, hold on one moment. OK.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $3500 per person per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And so far none of the benefits have been used, so she still has that full balance.
[CUSTOMER][POSITIVE] Perfect. And lastly I love just the reference number of this call, please.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much love.
[AGENT][POSITIVE] You also you're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Likewise,
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.