AccountId: 011433970860
ContactId: 53c97a8b-1bca-4966-bc2c-108e7c567419
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98730 ms
Total Talk Time (AGENT): 46291 ms
Total Talk Time (CUSTOMER): 30729 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/53c97a8b-1bca-4966-bc2c-108e7c567419_20250225T21:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02361592.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment, and you said this is for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect. All right, [PII], those are the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] You're welcome. Thanks for calling APLE. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, mama, you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.