AccountId: 011433970860
ContactId: 5558b508-59e7-45a5-8797-dd69bede66d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119800 ms
Total Talk Time (AGENT): 56649 ms
Total Talk Time (CUSTOMER): 51965 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5558b508-59e7-45a5-8797-dd69bede66d6_20250506T19:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] Of course, callback number is [PII] option one.
[CUSTOMER][NEUTRAL] And then my name is spelled [PII], [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is that policy number that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 01678841, M like Mike, L like Larry, 8.
[AGENT][NEUTRAL] Thank you, [PII]. Can you verify that patient's name and date of birth that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] I'm calling for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, outpatient benefits, yes.
[AGENT][NEUTRAL] This member's policy has $1000 per calendar year for outpatient services with a $100 deductible for ER visits, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK and then are you able to see if he's used any of it this year?
[AGENT][NEGATIVE] It has not utilized any of his benefits for [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Perfect. All right then.
[CUSTOMER][NEUTRAL] Mm no, if I could just get the initial to your last name please.
[AGENT][NEUTRAL] [PII], and you can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help again, [PII] have a wonderful rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, bro. Um, about to change your name, [PII]. Don't I do it all the time. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.