AccountId: 011433970860
ContactId: 70066166-4cb4-4d89-a70e-504de42f401c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135110 ms
Total Talk Time (AGENT): 60862 ms
Total Talk Time (CUSTOMER): 46466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/70066166-4cb4-4d89-a70e-504de42f401c_20250213T18:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from [PII] about this to verify benefits for a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and uh call back number is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number of the member that you're inquiring benefits for?
[CUSTOMER][NEUTRAL] OK, that would be 02114666 ML 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So let me give you the correct policy number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 2583313.
[CUSTOMER][NEUTRAL] 258-3313 OK.
[AGENT][NEUTRAL] And [PII], this policy has been active since [PII] and it's currently active, and you're calling to verify benefits eligibility for outpatient services.
[CUSTOMER][POSITIVE] I'm very impatient actually.
[AGENT][NEUTRAL] The member's policy has inpatient benefits of $3000 per calendar year, and this is not a guaranteed benefit, it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, how much of that has been met?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, can I get a reference number or your name?
[AGENT][NEUTRAL] My name is [PII]. It stated in the beginning of the call. Would you like for me to spell my name for you?
[CUSTOMER][NEUTRAL] So, yes, please.
[AGENT][NEUTRAL] [PII], today's date as the reference.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Today, OK, thank you very much. OK, you have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Good bye.
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] OK.