AccountId: 011433970860
ContactId: 7e3a9b51-a091-413b-b7c0-d281efce085a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86010 ms
Total Talk Time (AGENT): 48390 ms
Total Talk Time (CUSTOMER): 33937 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7e3a9b51-a091-413b-b7c0-d281efce085a_20250218T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling for some benefits information please.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name?
[CUSTOMER][NEUTRAL] My name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][POSITIVE] [PII] thank you and also your call back number if we were disconnected please.
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] Thank you. What is the policy number please [PII]?
[CUSTOMER][NEUTRAL] 02519345 ML8
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and you're calling for eligibility and outpatient benefits. Give me one second, is that correct? OK, thank you.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Thank you so much, and the policy shows effective for the patient as of [PII], and this policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $500.
[CUSTOMER][NEUTRAL] OK, $500 per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Great, well thank you [PII].
[CUSTOMER][POSITIVE] And have a good day.
[AGENT][POSITIVE] You as well here. Thank you for calling APL. Mm bye. Take care.
[CUSTOMER][NEUTRAL] Bye bye.