AccountId: 011433970860
ContactId: 50cbbb56-d836-49c4-a6f0-edaab2ec6da4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121760 ms
Total Talk Time (AGENT): 51959 ms
Total Talk Time (CUSTOMER): 49741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/50cbbb56-d836-49c4-a6f0-edaab2ec6da4_20250425T18:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII] Last name initial [PII]. I'm just calling to get outpatient benefits for a patient. They say that they have this insurance as a gap.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01665215 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, I have that as 01665215 ML8.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for outpatient benefits. One moment, let me look at that for you. Uh, the member shows effective as of [PII]. This policy shows active. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $400 per calendar day. Again, that's per calendar day we pay a max of $400.
[CUSTOMER][NEUTRAL] OK, so $400 per calendar day.
[CUSTOMER][NEUTRAL] OK, perfect. Can I just have for documentation purposes, a reference number?
[AGENT][NEUTRAL] OK. We do not use reference numbers. You can use my name [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][POSITIVE] Thank you so much for your help. Have a good one.
[AGENT][POSITIVE] You as well thanks for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.