AccountId: 011433970860
ContactId: 4d5a2101-4ffd-413c-8ec3-889c86de0534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96800 ms
Total Talk Time (AGENT): 48330 ms
Total Talk Time (CUSTOMER): 25459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4d5a2101-4ffd-413c-8ec3-889c86de0534_20250110T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. I'm calling to get outpatient benefits for a member.
[AGENT][POSITIVE] OK, we can help you.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] spell your name for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and I'm sorry, you said you're calling for claim status or benefit information?
[CUSTOMER][NEUTRAL] For benefits outpatient.
[AGENT][NEUTRAL] OK. Outpatient, is this in facility hospital?
[CUSTOMER][NEUTRAL] Facility?
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] 022164887
[AGENT][POSITIVE] And a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that information, uh, [PII]. So I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] Policy is active at this time?
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $200 per calendar day.
[AGENT][NEUTRAL] And benefit information is verification only, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Oh you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Uh, bye bye.