AccountId: 011433970860
ContactId: 70e70005-b3da-44e8-8f90-df62c667e026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102669 ms
Total Talk Time (AGENT): 44044 ms
Total Talk Time (CUSTOMER): 43540 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/70e70005-b3da-44e8-8f90-df62c667e026_20250410T15:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] Good. I have a patient's coming in for a procedure for outpatient surgery. I'm just looking to see if they are active. I don't know if I'm on the right area or not.
[AGENT][NEUTRAL] OK. Can I get a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, direct line [PII].
[CUSTOMER][NEUTRAL] Policy number is 022.
[CUSTOMER][NEUTRAL] 039
[CUSTOMER][NEUTRAL] 46
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8 number 8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, and I apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], you're calling to verify benefits eligibility for Paul for outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. [PII] has outpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Alright perfect and do you have a call reference number?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. It's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, A as in Alpha, and today's date is a reference.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APLA. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.