AccountId: 011433970860
ContactId: 5858ece5-5182-43f6-9645-dd28eecf39fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109430 ms
Total Talk Time (AGENT): 53571 ms
Total Talk Time (CUSTOMER): 32579 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/5858ece5-5182-43f6-9645-dd28eecf39fe_20250528T12:57_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]. Calls are recorded for quality and training. I'm calling for outpatient benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 257-1144
[AGENT][NEUTRAL] Thank you. 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. So I am showing the policy is active. It's been effective since [PII]. And for outpatient benefits, the policy will pay up to $4000 per calendar year. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And for [PII], she's used all 4000.
[CUSTOMER][POSITIVE] Oh, she's used it all. OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right, great. Thank you so much. You have a great day.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That would be it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Oh wait, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], first initial is [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.