AccountId: 011433970860
ContactId: 8945f7ca-e404-4916-8fe4-dd62d904443a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143509 ms
Total Talk Time (AGENT): 64461 ms
Total Talk Time (CUSTOMER): 53345 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8945f7ca-e404-4916-8fe4-dd62d904443a_20250520T20:45_UTC.wav
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[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. Last name initial is [PII]. I was calling to see if you can help me obtain the outpatient benefits for a mutual patient.
[AGENT][POSITIVE] OK, I can definitely 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] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It is going to be
[CUSTOMER][NEUTRAL] 023-33144 ML 8.
[CUSTOMER][NEUTRAL] March March.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am um showing the policy is active. It's been effective since [PII]. For outpatient benefits, hold on one moment, it's coming up now. The policy will pay up to $1000 per calendar year. There is a $200 deductible per um occurrence for the emergency room, but that's only the emergency room.
[CUSTOMER][NEUTRAL] OK, I'm sorry, you broke up. You said 1000 what? I'm sorry?
[AGENT][NEUTRAL] $1000 per calendar year?
[CUSTOMER][POSITIVE] OK, perfect. Have they used any of the 1000?
[AGENT][NEUTRAL] And there is a 200.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Did you need to know the deductible or anything?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, they've used $1.77.
[CUSTOMER][POSITIVE] A daughter and [PII]. OK, perfect.
[CUSTOMER][NEUTRAL] Can I please have your last name initial, and a reference number for the call?
[AGENT][NEUTRAL] [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that will be all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.