AccountId: 011433970860
ContactId: 84faa826-0382-4e9d-9abc-09c351dbee14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105370 ms
Total Talk Time (AGENT): 48929 ms
Total Talk Time (CUSTOMER): 55018 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/84faa826-0382-4e9d-9abc-09c351dbee14_20250312T15:13_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] I'm looking to verify eligibility and benefits for a members gap policy.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, so my callback number is [PII] and the member's policy number I have here is 02488140ML8.
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], could you provide me with the spelling of your name? Is it the [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That'll be [PII]
[AGENT][NEGATIVE] Oh, I was really off.
[CUSTOMER][POSITIVE] No, no worries.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] This will be for an outpatient ambulatory surgical center.
[AGENT][NEUTRAL] The member has outpatient benefits [PII] of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage and his policy has been active since [PII] and is currently active, and he has not utilized any of that benefits for [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Excellent [PII] May should be wrapping up now. May I just have a reference number for this call?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent then well you've been great. I really do appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL you have a great day as well, [PII]. Good bye.
[CUSTOMER][POSITIVE] Alright bye bye now thank you.