AccountId: 011433970860
ContactId: 78b66deb-b346-421b-88f4-1de545403fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102680 ms
Total Talk Time (AGENT): 49846 ms
Total Talk Time (CUSTOMER): 35140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/78b66deb-b346-421b-88f4-1de545403fd4_20250618T16:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to verify outpatient benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] My call back is [PII].
[AGENT][NEUTRAL] Thank you. And can I have the policy number of the member that you're calling to verify eligibility for [PII]?
[CUSTOMER][NEUTRAL] I have it as 02518933.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and is currently active and he had [PII] has outpatient benefits of.
[AGENT][NEGATIVE] $300 per calendar day and this is not a guarantee of benefits just a disclaimer of the policy's coverage and when I say $300 per calendar day it means $300 per day each day.
[CUSTOMER][NEUTRAL] Uh, OK. OK, perfect. And your name, please?
[AGENT][NEUTRAL] My name is [PII]. Today's date is a reference [PII] because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] Alrighty, I appreciate your help.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that would be it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You