AccountId: 011433970860
ContactId: 71866cdb-2281-4360-9e9f-13b72179880a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108190 ms
Total Talk Time (AGENT): 59209 ms
Total Talk Time (CUSTOMER): 35678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/71866cdb-2281-4360-9e9f-13b72179880a_20250221T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits, um, for a member.
[AGENT][POSITIVE] Sure, I can check out question benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 013.
[CUSTOMER][NEUTRAL] 356 56 M as in Mary, L as in lake, and the number 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] So their outpatient benefit is on a per calendar day basis, it pays up to $200 per calendar day.
[CUSTOMER][NEUTRAL] OK perfect and then can I have your name and a reference number please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.