AccountId: 011433970860
ContactId: 6d3862d9-faec-48c2-a4db-427add21e6bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129758 ms
Total Talk Time (AGENT): 63131 ms
Total Talk Time (CUSTOMER): 43142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6d3862d9-faec-48c2-a4db-427add21e6bd_20250310T20:05_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][POSITIVE] Um, hi [PII], my name is [PII], yeah, I'm trying to get benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][POSITIVE] Yes, it is let me get it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have 02096469.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you wanna go over today?
[CUSTOMER][NEUTRAL] Uh, emergency room outpatient.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $2550 per calendar year. Did you want me to see if any is being used for this year?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, and you said $2550 right?
[AGENT][NEUTRAL] Oh it's going in and out. Say that one more time.
[CUSTOMER][NEUTRAL] The amount was 2550 right that they'll pay up to?
[AGENT][NEUTRAL] Oh, yes, ma'am. Mhm.
[AGENT][NEUTRAL] And I'm not showing that any of the benefits have been used for this year.
[CUSTOMER][NEUTRAL] OK, and is there a reference number or would it just be your name?
[AGENT][NEUTRAL] Um, there's no call reference number. Yes, it'll be my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And your first name? [PII].
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you [PII] alright thank you for your time.
[AGENT][POSITIVE] You're very welcome, [PII]. You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Likewise have a great week.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm