AccountId: 011433970860
ContactId: 7e842814-45f7-46c4-98b0-07c2443d07df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123940 ms
Total Talk Time (AGENT): 64460 ms
Total Talk Time (CUSTOMER): 38322 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/7e842814-45f7-46c4-98b0-07c2443d07df_20250523T14:51_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]. My name is [PII]. I'm calling from Baptiste Patient. We just needed to verify um
[CUSTOMER][NEUTRAL] The outpatient benefits for a member, please?
[AGENT][NEUTRAL] Yeah, I could check those outpatient benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, absolutely, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02212900.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And it's um [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, it's called this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. That outpatient benefit is $1000 per calendar year. and if you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK. All right, [PII]. Um, would you be able to provide a call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much, Ms. [PII]. Have a nice day. Enjoy your weekend.
[AGENT][POSITIVE] Of course, thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.