AccountId: 011433970860
ContactId: 8a489614-6623-441a-9525-383296967bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134440 ms
Total Talk Time (AGENT): 38560 ms
Total Talk Time (CUSTOMER): 32760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8a489614-6623-441a-9525-383296967bd3_20250507T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Acumen trying to get benefits on a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number I have 0171931ML8.
[AGENT][NEUTRAL] OK, um, can you repeat that policy number? It wasn't bringing anything up.
[CUSTOMER][NEUTRAL] 01719341 ML8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII]. It's currently active, and were you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy. Let me get this pulled up, one moment.
[AGENT][NEUTRAL] Uh, for the outpatient benefits, it's $6600 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] Has anything been used?
[AGENT][NEUTRAL] Let's see
[AGENT][NEGATIVE] Uh, nothing has been used.
[CUSTOMER][NEUTRAL] Thank you, can I have a reference number for the call?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.