AccountId: 011433970860
ContactId: 8dff6cda-ef27-42b3-9ec9-7b0b8cea38c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122819 ms
Total Talk Time (AGENT): 68141 ms
Total Talk Time (CUSTOMER): 28027 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8dff6cda-ef27-42b3-9ec9-7b0b8cea38c5_20250527T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can check those outpatient benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02611551.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The name and date of birth is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims. That outpatient benefit is $6500 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] OK, none of that benefit has been used so far this year.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Last initial is [PII] Um was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.