AccountId: 011433970860
ContactId: 51945838-fd56-45f2-89d2-2ccdb551667e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114129 ms
Total Talk Time (AGENT): 62467 ms
Total Talk Time (CUSTOMER): 47775 ms
Interruptions: 1
Overall Sentiment: AGENT=4.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/51945838-fd56-45f2-89d2-2ccdb551667e_20250226T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have coverage with APL and I was wondering if you could tell me what is my maximum out of pocket for the outpatient benefit that I have.
[AGENT][POSITIVE] It would be my pleasure to assist you, Miss [PII]. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, it's 02505772 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth, current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[CUSTOMER][NEUTRAL] And email is [PII]. Anything else?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just your phone number please, ma'am.
[CUSTOMER][NEUTRAL] Wow, [PII]. I know it's crazy, right?
[AGENT][POSITIVE] Thank you. I appreciate that. That's a lot of information and you did good. I would, I would have had to ask, ask after giving my address. What else?
[AGENT][POSITIVE] So you did good. So, yes, ma'am, and it would be my pleasure to assist you with those benefits, Ms. [PII]. You do have outpatient coverage up to $2500 and that is a per calendar year benefit.
[CUSTOMER][POSITIVE] OK. Alrighty, thank you very much.
[AGENT][POSITIVE] It's been my pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][POSITIVE] It's been my pleasure.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a wonderful day now we'll need to advise that any benefits given over the phone is a verification of coverage on your policy. It's not a guarantee of payment. If we can be of further assistance, please don't hesitate to give us a call.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling EPL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.