AccountId: 011433970860
ContactId: 7e390381-4d7c-4f08-86b6-89a6501a01a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95900 ms
Total Talk Time (AGENT): 39810 ms
Total Talk Time (CUSTOMER): 34120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7e390381-4d7c-4f08-86b6-89a6501a01a9_20250613T18:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling to get benefits for mutual patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The Policy number is 02595842ML7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $6000.
[CUSTOMER][NEUTRAL] OK, most inhabit any accumulations on that 6000.
[AGENT][NEGATIVE] No, she hasn't used any benefits she has a full amount available.
[CUSTOMER][POSITIVE] Perfect, thank you for that. And can I get a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial S as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] No, you've been great. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.