AccountId: 011433970860
ContactId: 3eae66ea-530f-4e52-bccc-5ba024cd5f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96180 ms
Total Talk Time (AGENT): 40726 ms
Total Talk Time (CUSTOMER): 35070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3eae66ea-530f-4e52-bccc-5ba024cd5f24_20250520T19:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling um for the Midtown Women's Center to get outpatient benefits remember.
[AGENT][POSITIVE] I'd be happy to assist, but benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01843875 M as in Mary, L as in lake, the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] For outpatient?
[AGENT][NEUTRAL] Mhm and you show the outpatient calendar, your maximum is $5000.
[CUSTOMER][NEUTRAL] Has she used any of that as of now?
[AGENT][NEGATIVE] No, she hasn't used any benefits so far this year.
[CUSTOMER][NEUTRAL] OK perfect and then can I have your name and a reference number for the call please?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.