AccountId: 011433970860
ContactId: 6f92903e-3242-417f-9a15-cecf49fc794e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209369 ms
Total Talk Time (AGENT): 90870 ms
Total Talk Time (CUSTOMER): 31069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6f92903e-3242-417f-9a15-cecf49fc794e_20250623T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get outpatient benefits for a member, please.
[AGENT][NEUTRAL] And your name please? I can help you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and your callback number please it get connected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and I'm ready for that policy number, please.
[CUSTOMER][NEUTRAL] 02119858ML7
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I have 02119858 ML 7.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, I do not show that member on this policy number. This is the policy number that has termed.
[AGENT][NEUTRAL] Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me just repeat that one more time. I have that as 02119858 ML 7.
[CUSTOMER][NEUTRAL] Yes, can you name search her?
[AGENT][NEUTRAL] I can and what's the first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I have her pulled up. Let me provide you with the policy number, please. I have it as 02113858.
[AGENT][NEUTRAL] ML
[AGENT][NEUTRAL] OK, you're calling for outpatient benefits. OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this member shows effective as of [PII], this policy shows active and for outpatient benefits, would this be for an office visit or a facility charge?
[CUSTOMER][NEUTRAL] We're an ambulatory facility, yes.
[AGENT][NEUTRAL] OK. Please note verification of benefits provided does not guarantee payment. Her benefits pay per day max of up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number for the call please?
[AGENT][NEUTRAL] Um, we do not use the reference numbers. Um, [PII], sorry, you can use my name and today's date. Name is [PII], last initial is [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you very much [PII] have a good day.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Take care. Bye.
[CUSTOMER][NEUTRAL] Mhm.