AccountId: 011433970860
ContactId: 5d6d9dad-0b57-412d-90d0-dc38ed87142c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88000 ms
Total Talk Time (AGENT): 45506 ms
Total Talk Time (CUSTOMER): 28808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5d6d9dad-0b57-412d-90d0-dc38ed87142c_20250326T18:51_UTC.wav
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[AGENT][NEUTRAL] contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] I can certainly help with outpatient benefits. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 02385425.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. Uh, it is active now, um.
[AGENT][NEUTRAL] The, uh, [PII] has $2000 for calendar year for um outpatient services, and that's just a verification benefits, not a guarantee of payment. And as for the current calendar year, she has not used any of her benefits at all.
[AGENT][NEUTRAL] So you would file through the major medical first and then through us.
[CUSTOMER][NEUTRAL] And just to
[CUSTOMER][NEUTRAL] OK, and just to confirm, you said 2000?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK perfect for your help.
[AGENT][POSITIVE] OK, if there's anything else I can help with, thanks for contacting us here.