AccountId: 011433970860
ContactId: 78a92b62-6e1b-4d10-91cb-c10171421461
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122730 ms
Total Talk Time (AGENT): 36667 ms
Total Talk Time (CUSTOMER): 38331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/78a92b62-6e1b-4d10-91cb-c10171421461_20250505T20:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I was calling to verify um benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is.
[CUSTOMER][NEUTRAL] 02502543 ML
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] not.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, for radiology minor radiology.
[AGENT][NEUTRAL] It looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And let's see, let me pull those up.
[AGENT][NEUTRAL] Not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, outpatient benefits are.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know 2500 per covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] And they're still available?
[AGENT][NEUTRAL] Um, let me see. Yes, it's all completely available, yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you, that'll be all.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.