AccountId: 011433970860
ContactId: 65b1543d-6722-487c-beb5-890f24ae8829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107709 ms
Total Talk Time (AGENT): 51279 ms
Total Talk Time (CUSTOMER): 40906 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/65b1543d-6722-487c-beb5-890f24ae8829_20250422T15:13_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] Good morning. My name is, um, [PII]. I'm calling from the Midtown Women's Center to get benefits, outpatient benefits for a, um, member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits. And for my notes, can you spell your first name for me and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 023-08025 M as in Mary, L as in Larry, A as in apple.
[AGENT][NEUTRAL] Thank you. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [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], and you said you need an outpatient benefits, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so for outpatient, the um calendar day max is up to $500 per day.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have your name and a reference number please?
[AGENT][NEUTRAL] Sure, my name is [PII] First initial of my last name is [PII]. There's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.