AccountId: 011433970860
ContactId: 494294f1-0218-4bf1-8115-144bd94a8e1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93019 ms
Total Talk Time (AGENT): 43699 ms
Total Talk Time (CUSTOMER): 50456 ms
Interruptions: 3
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/494294f1-0218-4bf1-8115-144bd94a8e1e_20250625T18:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][POSITIVE] Thanks for calling. Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] well
[CUSTOMER][NEUTRAL] Hi, I'm calling because I need eligibility for a patient that says that they're covered with gap insurance under this policy.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] No it's
[CUSTOMER][NEUTRAL] like a big.
[AGENT][NEUTRAL] What is the member's policy number that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] 026 11445
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient facility to make those children possible.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what is the limited amount?
[AGENT][NEUTRAL] she has outpatient benefit of $6500 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]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] in one of these guys.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.