AccountId: 011433970860
ContactId: 68252aaa-7fb8-4520-ade7-8287a46ae56e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151080 ms
Total Talk Time (AGENT): 61664 ms
Total Talk Time (CUSTOMER): 59103 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/68252aaa-7fb8-4520-ade7-8287a46ae56e_20250221T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I'm calling um to obtain benefits for a member.
[AGENT][POSITIVE] OK, I can help with that, thank you. May I have your name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, can you please repeat that?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] I'm sorry. Sorry about that [PII].
[AGENT][NEUTRAL] OK, no problem, no problem, and what is the policy number please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, the policy number is 01842345ML8.
[AGENT][POSITIVE] Thank you very much one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me just repeat that to you. I have that as 01842345 ML8. Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh yes, the patient's name and date of birth is um for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and you're calling for outpatient benefits for the member. One moment, I get that for you.
[CUSTOMER][POSITIVE] Yes, no problem.
[AGENT][NEUTRAL] And the policy shows effective as of thank you [PII] and it shows that it's active as a supplemental medical and for those outpatient benefits, it pays on a per day max. Please note verification of benefits provided does not guarantee payment. We pay up to $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you guys pay up to $500 per day?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And those are for um outpatient, right? for surgery?
[AGENT][NEUTRAL] That's for outpatient coverage services we pay up to $500 per day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is there a reference number to our call?
[AGENT][NEUTRAL] Uh, no, but you can use my name [PII] last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much [PII] take care.
[AGENT][POSITIVE] You as well. And thank you for calling API so take care bye.
[CUSTOMER][NEUTRAL] You too bye.