AccountId: 011433970860
ContactId: 85313df3-61d9-4ae0-9416-ede23628d046
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110809 ms
Total Talk Time (AGENT): 49221 ms
Total Talk Time (CUSTOMER): 39758 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/85313df3-61d9-4ae0-9416-ede23628d046_20250508T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last initial [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh yes, contact number is [PII], and then the policy number is 2483228.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And you said outpatient um benefits, correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per person per calendar day.
[CUSTOMER][NEUTRAL] $100.
[CUSTOMER][POSITIVE] OK, perfect. Um, all right, awesome, sounds good. Um, thank you so much for your help. Can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you again.
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.