AccountId: 011433970860
ContactId: 50655aaf-a59f-497e-bbd0-3d667504150d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123319 ms
Total Talk Time (AGENT): 77916 ms
Total Talk Time (CUSTOMER): 31717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/50655aaf-a59f-497e-bbd0-3d667504150d_20250602T13:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting me now. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, yeah, certainly help with outpatient benefits. And what is that, uh, policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02458546
[AGENT][NEUTRAL] 46 thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. If I could just have a callback number, please leave us that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII].
[AGENT][NEUTRAL] I went to, uh, effective excuse me, on [PII], it is active. Now for the outpatient services, uh, we will pick up the deductible, co-payment or co-insurance, the $5000 per calendar day. That is just a verification benefit, not a guaranteed payment, and she has not used any of the benefits at all for this calendar year. Now, is there anything else at all that I can tell you about this policy? Would you like to know where to send your place? Um, we also have an online service center that you can.
[CUSTOMER][NEUTRAL] No, sorry, so you said it's $5000 per day?
[AGENT][NEUTRAL] Uh, no, ma'am, it's, it's, uh, what it is is it's $5000 per calendar year, and that is just a verification of the benefits, yeah, just, just a verification that I guarantee.
[CUSTOMER][NEUTRAL] Per year.
[CUSTOMER][NEUTRAL] OK perfect and then can I have your name and a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna need that today's date.
[CUSTOMER][NEUTRAL] I'm sorry, what is your name again? It's very hard to hear you.
[AGENT][NEUTRAL] Uh yes, it's, yeah, I'm sorry, it's uh [PII], and we're, yes, we're gonna use uh my last name as well, which is [PII], and today's date, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] Thanks for contacting