AccountId: 011433970860
ContactId: 4e93a16c-02c1-4b9d-8dbd-4a5ed1779632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134839 ms
Total Talk Time (AGENT): 60659 ms
Total Talk Time (CUSTOMER): 44358 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4e93a16c-02c1-4b9d-8dbd-4a5ed1779632_20250121T21:06_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, my name is [PII]. I'm calling to obtain outpatient benefits, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the outpatient benefits. And you say your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, direct line [PII]. Uh, the policy number is 02003103ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active and has been effective since [PII].
[AGENT][NEUTRAL] And you said you're looking for outpatient benefits, correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so for outpatients, the policy will pay up to $7350 per person per calendar year.
[CUSTOMER][NEUTRAL] Uh, let me see, 150?
[AGENT][NEUTRAL] 7350.
[CUSTOMER][NEUTRAL] Alright, per year, and can you confirm if she's used any?
[AGENT][NEUTRAL] Um, sure, hold on one moment.
[AGENT][NEGATIVE] For [PII], none of the benefits have been met yet.
[CUSTOMER][POSITIVE] Alright, nothing has been used. Alright, perfect. That's actually all the information I needed if I can please have a reference number for the call.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help [PII] have a great rest of your day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.