AccountId: 011433970860
ContactId: 5d497140-5392-4c71-9911-dc880e52f8dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123050 ms
Total Talk Time (AGENT): 55254 ms
Total Talk Time (CUSTOMER): 38369 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5d497140-5392-4c71-9911-dc880e52f8dc_20250123T16:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was calling to get um outpatient benefits for one of our patients.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02456404.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And I'm sorry, what office are you calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I'll be happy to assist you with that outpatient benefit.
[AGENT][NEUTRAL] For uni.
[AGENT][NEUTRAL] I am showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] She does have outpatient coverage up to $6350. That is a per calendar year benefit.
[CUSTOMER][NEUTRAL] OK, and then has she used up any of the benefits for this calendar year?
[AGENT][POSITIVE] As of right now, she has all of those benefits available.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty, um, those are the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] It's been my pleasure to assist you with that outpatient benefit for NC. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye-bye.