AccountId: 011433970860
ContactId: 6fa22376-40a0-44fd-9921-5a2f33241eca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175440 ms
Total Talk Time (AGENT): 68613 ms
Total Talk Time (CUSTOMER): 52190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6fa22376-40a0-44fd-9921-5a2f33241eca_20250116T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you repeat that one more time?
[AGENT][POSITIVE] I'm sorry, yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, yeah, hi, I wanted to, um, um, verify the benefits for a patient I have messaged already.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] No, hold on one second.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. That was [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] What is the policy number, please? Thank you.
[CUSTOMER][NEUTRAL] The policy number is going to be 02583455ML8.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But, um, date of birth is going to be [PII].
[AGENT][NEUTRAL] Thank you for verifying the member information for me and you're calling for eligibility and benefits, is that correct, please?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK. The patient shows effective as of [PII]. This policy shows active as a supplemental medical.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $350.
[CUSTOMER][POSITIVE] OK, perfect. Can I get, can I get a reference number, please?
[AGENT][NEUTRAL] We did not use reference numbers. You can use my name and today's date. The last initial is L like [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], and today's day. OK, perfect. Thank you for your help.
[AGENT][POSITIVE] You're welcome thank you for calling APL take care you too bye bye.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] Bye-bye.