AccountId: 011433970860
ContactId: 5b52189e-9a24-4d9b-bfb6-fbe40cc5030d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133089 ms
Total Talk Time (AGENT): 50399 ms
Total Talk Time (CUSTOMER): 50555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/5b52189e-9a24-4d9b-bfb6-fbe40cc5030d_20250618T15:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I was calling to verify coverage for patients.
[AGENT][NEUTRAL] Sure, may I can assist you with that. Can I have a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I, can I have the policy number of the member that you're calling to verify as this is for today?
[CUSTOMER][NEUTRAL] 02616248 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] And May, you're calling to verify benefits eligibility for workplace of service.
[CUSTOMER][NEUTRAL] Outpatient hospital patients coming in for an ultrasound.
[AGENT][NEUTRAL] This member's
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. The member has outpatient benefits of $2400 per calendar year and this is not a guaranteed benefits.
[AGENT][NEUTRAL] Just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Thank you. Have they used anything this year?
[AGENT][NEGATIVE] She's not utilize any of her benefits for [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name for today's date as a reference.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, and the initial of your last name? I'm sorry, last question is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, I appreciate your help. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.