AccountId: 011433970860
ContactId: 6928aa28-1c1f-47cf-9201-74372a6704f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158809 ms
Total Talk Time (AGENT): 81770 ms
Total Talk Time (CUSTOMER): 50091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6928aa28-1c1f-47cf-9201-74372a6704f0_20250218T20:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Hi, yes, good afternoon. I needed to get benefits on a patient, please.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02313044ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[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. So I'm actually showing um
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] This policy is no longer active as of [PII], but there is an active policy. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the active policy number is 246-7671.
[AGENT][NEUTRAL] This policy has been active since [PII], and I'm going to it now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] This is for outpatient, um, it's for an ultrasound.
[AGENT][NEUTRAL] OK, so the policy will pay up to $8500 per person per calendar year. Um, did you want me to see if any of the 8500 has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And none of the benefits have been used yet for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then that would be all or do you give reference numbers for your calls?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then that's everything thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.