AccountId: 011433970860
ContactId: 3db269ad-e2b8-473a-bddf-47403cb996f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119089 ms
Total Talk Time (AGENT): 48281 ms
Total Talk Time (CUSTOMER): 52530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3db269ad-e2b8-473a-bddf-47403cb996f7_20250321T16:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from Bascom Palm I Institute. I need to check um coverage and benefits on one member.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure. Um, phone number is [PII] and her policy number is 01611873 and [PII] number [PII].
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Carry that De. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility.
[AGENT][NEUTRAL] For office visit?
[CUSTOMER][NEUTRAL] Uh yes, please. She's scheduled to have an outpatient surgery at the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this policy has been active since [PII] and it's currently active.
[AGENT][POSITIVE] She has outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, I'm giving you the benefits. She has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[AGENT][NEUTRAL] And I do apologize. What was your name?
[CUSTOMER][NEUTRAL] OK. So that was
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] So you said it's 1500 calendar in a year and nothing has been used.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. And can I please have your name once again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] In today's date is a reference because we don't provide reference numbers.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help. OK, you have a good weekend.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.