AccountId: 011433970860
ContactId: 67d3b25e-eb2c-40df-b111-78fe997ba1b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139809 ms
Total Talk Time (AGENT): 60571 ms
Total Talk Time (CUSTOMER): 45790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/67d3b25e-eb2c-40df-b111-78fe997ba1b3_20250414T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check a patient's benefits.
[AGENT][POSITIVE] OK, well I can definitely help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back number is [PII].
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02212777 ML 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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. And um what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] I actually just wanna see if this patient has um hospital coverage benefits like for delivery.
[AGENT][NEUTRAL] OK, so I am showing the policy is active, it's been effective since [PII]. And for the inpatient benefits, the policy will pay up to $6000 per calendar year. Did you want me to see if she's used any of that?
[CUSTOMER][NEUTRAL] Yes, so you said 6000?
[AGENT][NEUTRAL] Mhm per calendar year.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much has been met?
[AGENT][NEUTRAL] Um, she has not used any for this year.
[CUSTOMER][POSITIVE] Perfect, can I get your name?
[AGENT][NEUTRAL] So she has a full 6. Sure, my name is [PII]. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][NEUTRAL] You also, and was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Not at this time. Have a good one.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.