AccountId: 011433970860
ContactId: 602c0b94-31d1-4bbe-a1e9-2642d3d9dfb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241139 ms
Total Talk Time (AGENT): 97442 ms
Total Talk Time (CUSTOMER): 44348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/602c0b94-31d1-4bbe-a1e9-2642d3d9dfb8_20250626T13:45_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]. I'm calling because I need benefits on the patient, please.
[AGENT][POSITIVE] OK, well, I can help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]'s [PII] A. My phone number is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It is 01296115 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thanks
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[AGENT][NEUTRAL] I'm showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] She's having an outpatient um procedure, uh, she's having a colonoscopy and an endoscopy.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $5000 per calendar year. Let me see if the policy specifies the diagnostic testing. Um, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What's going on with my own base?
[AGENT][NEUTRAL] I'm just.
[AGENT][NEUTRAL] Where is the certificate?
[AGENT][NEUTRAL] Certificate. So wait a minute. Am I missing, did I miss any others?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][MIXED] This one doesn't have it. OK, but I just wanna make sure.
[AGENT][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so the policy doesn't specify diagnostic testing. So it is a total of 5000 per calendar year. Um, did you, I look to see if they, if she used any of the benefits for [PII] and she has not, so she has that full balance still.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh perfect um.
[CUSTOMER][NEUTRAL] And then can I have an um a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and uh have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] No, that's all for today thank you.
[AGENT][POSITIVE] All right, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.