AccountId: 011433970860
ContactId: 5ef190d1-f935-48b8-be12-a4a7b117aa02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121940 ms
Total Talk Time (AGENT): 55258 ms
Total Talk Time (CUSTOMER): 53770 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5ef190d1-f935-48b8-be12-a4a7b117aa02_20250219T13:43_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, good morning, [PII]. My name is [PII]. I'm calling you from Pembroke Pink Imaging. How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm great. I'm calling to check out of, out of network um outpatient benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I can definitely help you with the outpatient benefits and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. Sorry about that. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It's 02141258, M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [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].
[AGENT][NEUTRAL] And for outpatient, the policy would pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Calendar date, OK.
[CUSTOMER][NEUTRAL] Has, has she met anything?
[AGENT][NEUTRAL] Well, it's per day, so it resets each day.
[CUSTOMER][NEUTRAL] Has she used anything? No. OK.
[CUSTOMER][NEUTRAL] Each day, OK. Very good. Um, so can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Again, my name is [PII].
[CUSTOMER][POSITIVE] OK, [PII]. You have a wonderful day. OK. Thank you.
[AGENT][POSITIVE] Thank you, I do you also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Bye love bye.
[AGENT][NEUTRAL] Bye-bye.