AccountId: 011433970860
ContactId: 72eb7ff1-7e66-472e-80bd-fcab219dd690
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144970 ms
Total Talk Time (AGENT): 62729 ms
Total Talk Time (CUSTOMER): 55912 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/72eb7ff1-7e66-472e-80bd-fcab219dd690_20250326T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] calling with Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] to my last name is [PII] and I'm calling from [PII] this outpatient phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02585847, M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And you said you needed outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so again just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So for outpatient, the calendar year max is $2500. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment. And so far for [PII], he has not used any of the benefits yet.
[CUSTOMER][POSITIVE] Beautiful. Thanks for that information. I appreciate it. And the last thing I may need is gonna be the initial to your last name and the reference number.
[AGENT][NEUTRAL] Um, so the initial of my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much, Ms. [PII]. I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be everything for today.
[AGENT][POSITIVE] Alright, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.