AccountId: 011433970860
ContactId: 691e5fd4-93a5-43b1-b7a3-3de004a9ebad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97599 ms
Total Talk Time (AGENT): 31569 ms
Total Talk Time (CUSTOMER): 39807 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/691e5fd4-93a5-43b1-b7a3-3de004a9ebad_20250404T14:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. That's [PII] and I'm looking to verify patient benefits, please.
[AGENT][NEUTRAL] So [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Thank you [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII]. Policy number is 02352422 M for [PII] for Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] For outpatients.
[AGENT][NEUTRAL] This member's policy has the outpatient benefits of $500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, you said $500 per day?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. Can I have your last name, initial, and a reference number?
[AGENT][NEGATIVE] R as in Romeo, and we don't provide reference numbers, unfortunately.
[CUSTOMER][POSITIVE] That's OK, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.