AccountId: 011433970860
ContactId: 75192fbc-2e92-40ea-9f0e-380e09442b95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116360 ms
Total Talk Time (AGENT): 59601 ms
Total Talk Time (CUSTOMER): 34290 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/75192fbc-2e92-40ea-9f0e-380e09442b95_20250414T17:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL my name is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 1070425
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 1070425.
[AGENT][NEUTRAL] For the policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] And you're calling for outpatient benefits for this member. Give me one moment.
[AGENT][POSITIVE] I can get that for you.
[AGENT][NEUTRAL] And the moment shows effective as of [PII] that this policy shows active as a supplemental.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And for our patient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $500 max for the same or related condition every 90 days.
[CUSTOMER][NEUTRAL] OK, and as of now does she still have the 500 available?
[AGENT][NEUTRAL] Per cards, yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect can I just have your name and a reference number?
[AGENT][NEUTRAL] We do not provide reference numbers. Please use my name [PII] last initial [PII], and today's date.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] Have a great day bye bye.