AccountId: 011433970860
ContactId: 8efa2a76-8ecd-4f44-8de2-22e3eae25c50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120720 ms
Total Talk Time (AGENT): 46649 ms
Total Talk Time (CUSTOMER): 51337 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8efa2a76-8ecd-4f44-8de2-22e3eae25c50_20250417T13:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial [PII]. I was calling in regards to this patient to get the benefits of their for their gap plan for their outpatient hospital benefit of the year.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number that member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] It is 02258741, M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh [PII] [PII].
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits. This member has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. You said $1500. And
[AGENT][NEUTRAL] It has not utilized any of the benefits for [PII]. Yes, $1500 per calendar year.
[CUSTOMER][NEUTRAL] Is that still remaining? Is that per year?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that is gonna be it. Thank you so much. Can you actually spell out your name for me just to make sure I have it here written correctly?
[AGENT][NEUTRAL] [PII] and today's date of the reference.
[CUSTOMER][POSITIVE] Perfect thank you so much and I hope you have a good one.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye.