AccountId: 011433970860
ContactId: 81c947bb-6567-4420-9977-16b7f858a509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125459 ms
Total Talk Time (AGENT): 42829 ms
Total Talk Time (CUSTOMER): 46571 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/81c947bb-6567-4420-9977-16b7f858a509_20250403T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, hi, good morning, [PII], um.
[CUSTOMER][NEUTRAL] I'm calling to verify outpatient hospital benefits.
[AGENT][POSITIVE] OK, I can help with that thank you and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII] and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Give me a moment, hold on. Um, that would be 01245041 M Mary, L Larry, the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much for the information and you're calling for outpatient hospital benefits. Give me one moment. I can help you with that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We pay up to $2500 for the calendar year.
[CUSTOMER][NEUTRAL] Has any of that been used for the calendar year?
[AGENT][NEUTRAL] Let me check that for you one moment. No, nothing has been used.
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] The membership is effective as of [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] All right, I believe that will be it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you very much for calling APL. You have a great day, [PII]. Thank you, bye.
[CUSTOMER][NEUTRAL] You too bye bye.