AccountId: 011433970860
ContactId: 8e1f75de-da13-4fe9-aee5-1154334cee7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117069 ms
Total Talk Time (AGENT): 51629 ms
Total Talk Time (CUSTOMER): 38882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8e1f75de-da13-4fe9-aee5-1154334cee7b_20250505T14:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to know if a patient is active with you all.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], callback number [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I have the member's policy number that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 55948.
[AGENT][NEUTRAL] Revia, could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. What benefits are you inquiring about inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] member's policy has outpatient benefits of $3000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Have they used anything towards the $3000?
[AGENT][NEUTRAL] No, the member has not utilized any of their benefits for [PII].
[CUSTOMER][NEUTRAL] OK. And what was your name?
[AGENT][NEUTRAL] [PII], and today's date is the reference because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK. It's just, and the last name of your initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.