AccountId: 011433970860
ContactId: 4feba9c6-04af-42da-99ad-25f31532486f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95260 ms
Total Talk Time (AGENT): 31762 ms
Total Talk Time (CUSTOMER): 31049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4feba9c6-04af-42da-99ad-25f31532486f_20250428T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Policy number I have on file is 02589498.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII] currently active. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient please.
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for this policy, they've got $1000 per covered person per calendar day maximum benefit.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alright, [PII], that was actually all I needed thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] OK, thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Goodbye.