AccountId: 011433970860
ContactId: 88158c62-fd10-4802-b413-a9c8f260ca8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139100 ms
Total Talk Time (AGENT): 43738 ms
Total Talk Time (CUSTOMER): 70293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/88158c62-fd10-4802-b413-a9c8f260ca8d_20250506T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. Um, I'm calling to verify, um, a policy with you guys for a patient.
[AGENT][NEUTRAL] OK. Are you wanting eligibility or benefits or both?
[CUSTOMER][POSITIVE] Yes, both please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I call the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 01812666 ML and the number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the, uh, oh, actually, um, the effective date is [PII].
[AGENT][NEUTRAL] And policy is currently active.
[AGENT][NEUTRAL] And is that for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me get those benefits pulled up, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] for her outpatient benefits, there's $1000 per covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] OK, so you guys cover up to $1000 correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And has she used anything towards that?
[AGENT][NEUTRAL] Um, she has not used anything.
[CUSTOMER][POSITIVE] OK, perfect. And what was your name again? It was [PII], correct?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Perfect. And is there a reference number for the call or it's just your name in today's date?
[AGENT][NEUTRAL] Uh, my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.