AccountId: 011433970860
ContactId: 72e98d6a-fbb9-4a88-82ff-785dbeb22e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152289 ms
Total Talk Time (AGENT): 64128 ms
Total Talk Time (CUSTOMER): 48049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/72e98d6a-fbb9-4a88-82ff-785dbeb22e84_20250506T13:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. Can I also have the first name of your last name, please?
[AGENT][NEUTRAL] Of course. It is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then may I have your call back number please?
[CUSTOMER][NEUTRAL] I'm calling
[CUSTOMER][NEUTRAL] Of course, [PII] and that is the direct line.
[AGENT][POSITIVE] OK, thank you so much today and how can I help you please?
[CUSTOMER][POSITIVE] I'm calling to get the outpatient benefits for this patient.
[AGENT][NEUTRAL] OK, I can assist with that. And may I have that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01611824 M as in Mary, L as in Lima and the number 8.
[AGENT][POSITIVE] OK, thank you so much, one moment.
[AGENT][NEUTRAL] And let me just re-verify that policy number. I have that as 01611824ML8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much, and you're wanting outpatient benefits. Give me one second.
[AGENT][NEUTRAL] OK, thank you so much for your patience. The member shows effective as of [PII]. This policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $1500 for the calendar year.
[CUSTOMER][NEUTRAL] And has she used any?
[AGENT][NEUTRAL] Let me check that for you now, one moment.
[AGENT][NEUTRAL] Almost done.
[AGENT][NEUTRAL] Currently she has only used $50.50 dollars.
[CUSTOMER][NEUTRAL] OK, and can I just have a reference number for this call, please? That would be all.
[AGENT][NEUTRAL] OK, we do not provide a reference numbers. You can use my name in today's date, and we thank you for calling us [PII]. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much. You too, bye bye.
[AGENT][NEUTRAL] Bye.