AccountId: 011433970860
ContactId: 77c2b443-feda-45d2-a5f3-d19d7a17a5a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207009 ms
Total Talk Time (AGENT): 59716 ms
Total Talk Time (CUSTOMER): 44500 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/77c2b443-feda-45d2-a5f3-d19d7a17a5a1_20250425T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify outpatient benefits for a member.
[AGENT][NEUTRAL] Of course, I can help you with outpatient benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is.
[CUSTOMER][NEUTRAL] No, that's not it. What did they write? Oh my [PII], 02321495 ML 8.
[AGENT][NEUTRAL] OK, and then what's their first and last name and date of birth?
[AGENT][NEUTRAL] Sorry, what was that? You cut out.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, it's just a verification of coverage. So they're outpatient benefit max per calendar year.
[AGENT][NEUTRAL] is $1250.
[CUSTOMER][NEUTRAL] Has any been used?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let me calculate how much they have left really quick see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it looks like they have $336.24 left.
[CUSTOMER][NEUTRAL] So they've used up 9 1376?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, how do I spell your name please, [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Your last name initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. Oh when was our effective date? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry, let me go back. Let's see.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you very much you have a lovely day have a great weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][POSITIVE] Thanks for calling UPL you too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.