AccountId: 011433970860
ContactId: 77630085-74c9-4864-9227-feb3a551f1ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177990 ms
Total Talk Time (AGENT): 57770 ms
Total Talk Time (CUSTOMER): 40793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/77630085-74c9-4864-9227-feb3a551f1ed_20250410T12:41_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number y'all?
[CUSTOMER][NEUTRAL] Uh, phone number would be [PII], option 2, and the patient's policy number is 02258748.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Give me one moment to pull up the file, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I have that information pulled up. [PII], if you could verify the patient's name and date of birth for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and I have the effective date and then the benefit for you, um, the effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $1500 per calendar year and any information provided is verification, not a guarantee of payment, and I'll check to see if any of that amount has been used so far. I don't show any claims used for [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] We're paid for 2025.
[CUSTOMER][POSITIVE] OK thank you um.
[CUSTOMER][POSITIVE] OK perfect thank you so much. May I have a reference number for the call?
[AGENT][NEUTRAL] Mhm. You'll use my name and today's status reference T as in Tom, O [PII], first initial last name is [PII] as [PII]. And any other questions [PII] I could assist with today?
[CUSTOMER][POSITIVE] That is all thank you so much I appreciate your help.
[AGENT][POSITIVE] And you're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.