AccountId: 011433970860
ContactId: 7e2b77ab-344f-4489-a804-4bd30ea95d5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133259 ms
Total Talk Time (AGENT): 62673 ms
Total Talk Time (CUSTOMER): 61408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/7e2b77ab-344f-4489-a804-4bd30ea95d5c_20250623T13:19_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII], my sister.
[CUSTOMER][POSITIVE] Good morning [PII]. I'm trying to um get information on benefits for one of your members.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Callback number is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Hold on. Can you give me that number again, [PII], because I'm not sure. Did you start over or just add new numbers?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what's the policy number, honey?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's 139-539-5.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] MLH.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, it's for outpatient urgent care.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She has outpatient benefits of $2000 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage and when I say per calendar day, meaning is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Today for Monday she will have $2000 per calendar day.
[AGENT][NEUTRAL] This is not a guaranteed benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, it's $2000 per day, OK, um, and it will cover a co-pay if that's a copay for urgent care um, co-pays, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct for outpatient benefits. This is a gap insurance that assists with the deductible, co-pay and co-insurance to the primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] My name is [PII], today's date.
[CUSTOMER][NEUTRAL] That would be my reference number correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so very much, [PII] have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.