AccountId: 011433970860
ContactId: 6624e720-2818-425b-817e-54bcff3387a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179389 ms
Total Talk Time (AGENT): 74101 ms
Total Talk Time (CUSTOMER): 81651 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6624e720-2818-425b-817e-54bcff3387a0_20250109T21:45_UTC.wav
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[CUSTOMER][NEUTRAL] me.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you? Hey, how are you doing?
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][POSITIVE] Hi hi I'm good how are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] I was calling to um get benefits for a patient, please.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with the benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] My last name initial is [PII] and my phone number is [PII] I'm sorry [PII] my God, I know how to speak [PII] sorry.
[AGENT][NEUTRAL] It's OK, and
[CUSTOMER][NEGATIVE] I'm trying to multitask here, not working at all it's not working.
[AGENT][NEUTRAL] You're totally fine. Um, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 0165. Why are these numbers so tiny, um, 01659466 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 uh what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, the outpatient benefits, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for them to come up here. So for outpatient, the policy would pay up to $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK, has she used up any of her 7900?
[AGENT][NEUTRAL] Um, let me see if she's used any yet.
[AGENT][NEGATIVE] Um, so far for [PII], they, um, they, she has not used any of the benefits.
[CUSTOMER][NEUTRAL] Nothing at all. OK, perfect, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. Completely unrelated, but where is your little accent from? It's so adorable.
[CUSTOMER][NEUTRAL] Where are you from?
[AGENT][NEUTRAL] Well, to be honest, it's kind of a little mixed. So originally I'm from [PII], but I live in [PII].
[CUSTOMER][NEUTRAL] [PII], that's got to be where it's from a.
[CUSTOMER][POSITIVE] All right, well thank you so much for your help and you have a lovely day.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You also, and thanks for calling APL and happy New Year.
[CUSTOMER][POSITIVE] Thank you, same to you. Bye bye. Mhm bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.