AccountId: 011433970860
ContactId: 6f79ec96-2b41-4f97-b85f-2af590494b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98730 ms
Total Talk Time (AGENT): 44951 ms
Total Talk Time (CUSTOMER): 34213 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6f79ec96-2b41-4f97-b85f-2af590494b63_20250224T19:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need, um, I need benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Of course, [PII]. Policy number is 02141739 M as in Mary, L as in Larry 7.
[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] Um, [PII], [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]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It would be outpatient.
[AGENT][NEUTRAL] All right. And for outpatient, the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and do you have a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII], and then today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much. You have a great day.
[AGENT][NEUTRAL] You also [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.