AccountId: 011433970860
ContactId: 45781443-697f-4c64-af2c-8a4cac3d5898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143320 ms
Total Talk Time (AGENT): 65289 ms
Total Talk Time (CUSTOMER): 51480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/45781443-697f-4c64-af2c-8a4cac3d5898_20250418T18:17_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][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Initial of my last name is [PII]. And I'm just calling to check on the benefits for outpatient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] [PII]. And the policy number, it is 01606502 and [PII] [PII], number [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and now [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII]. And you said you need the benefits for outpatient.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $2500 per calendar year. Did you want me to see if she's used any for this year?
[CUSTOMER][NEUTRAL] Yes, please, Ms. [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for this year, um, no one has used the benefits for [PII], so she still has the full benefit of 2500.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Ms. [PII], may I have the initial of your last name and a reference number, please?
[AGENT][NEUTRAL] Sure, so, um, there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] And thank you. What is your um time zone?
[AGENT][NEUTRAL] We are Central Standard Time.
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII], for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise, bye.