AccountId: 011433970860
ContactId: 80f82c09-deea-4339-a20e-357d8dfe005d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123169 ms
Total Talk Time (AGENT): 44441 ms
Total Talk Time (CUSTOMER): 37370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/80f82c09-deea-4339-a20e-357d8dfe005d_20250414T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling buyer's office just to verify member eligibility.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna spell it for you um it's [PII], but it's [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. I can help you with benefits. So do you have the policy number of the patient?
[CUSTOMER][POSITIVE] Yes, um, let me when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, um, I have 0251.
[CUSTOMER][NEUTRAL] 82227.
[AGENT][NEUTRAL] And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And you need outpatient benefits?
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It's not a guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Um, so looks like, let's see.
[AGENT][NEUTRAL] 6000, uh, actually I'm sorry, $2,0025 is the outpatient benefit payout per calendar year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then um if it's possible, can I make a note of the call reference number?
[AGENT][NEUTRAL] A call reference number will just be my name, [PII], first initial to last name, [PII], and today's date.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.