AccountId: 011433970860
ContactId: 54527186-8ecf-4457-aa6b-fb8d82b32add
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150029 ms
Total Talk Time (AGENT): 57690 ms
Total Talk Time (CUSTOMER): 50489 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/54527186-8ecf-4457-aa6b-fb8d82b32add_20250317T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get benefits, um, outpatient benefits for a member.
[AGENT][NEUTRAL] OK, um, I can help you with benefits. Can I please get your name, um, your callback?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. And then what's your?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] The the diagnostic center in [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her name is [PII] and it's 1435599 [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and you're wanting to get um eligibility, is that correct?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm. When did she become effective?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and um her outpatient benefits, what are those?
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] OK, has she used up any of her 2500?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Excellent. [PII] is it [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Why, and your last name initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you so much for your help [PII] you have a great day.
[AGENT][POSITIVE] Miss [PII], you have a wonderful day also, and thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye. Bye.