AccountId: 011433970860
ContactId: 49d5e27e-8763-4d91-9438-239a2f58b83b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111440 ms
Total Talk Time (AGENT): 51318 ms
Total Talk Time (CUSTOMER): 39031 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/49d5e27e-8763-4d91-9438-239a2f58b83b_20250423T13:38_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility for a patient for outpatient benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, the name is [PII], last initial is [PII], callback number is [PII]. Options 4 and 2.
[AGENT][NEUTRAL] And the policy number of the member that you're calling to verify outpatient benefits for [PII].
[CUSTOMER][NEUTRAL] 02064016
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth? I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The member has outpatient benefits of $500 per occurrence as in per diagnosis, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, perfect. And if I could just have your last initial and a reference number if possible.
[AGENT][NEUTRAL] We don't provide reference numbers, but you can use my name in today's date as a reference. The last initial of my first initial of my last name is [PII]. And could you provide me your name again? I apologize.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. I hope you have a great day and enjoy the rest of your week.
[AGENT][POSITIVE] Oh, thank you, [PII]. Thanks for calling APL. You have a great day as well and talk to you soon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.