AccountId: 011433970860
ContactId: 8f52e330-8439-4771-905b-5347ff25ed58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100739 ms
Total Talk Time (AGENT): 47478 ms
Total Talk Time (CUSTOMER): 40097 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8f52e330-8439-4771-905b-5347ff25ed58_20250603T13:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I need benefits on a patient, please, and I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, [PII]. Can I have your name and the callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, [PII], that's [PII]
[CUSTOMER][NEUTRAL] And phone number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. [PII], can I have a policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Of course 02336059 NL 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient um ambulatory service center.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. She has outpatient benefits of $250 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] So only 250 per calendar day.
[AGENT][POSITIVE] Is there anything else that I can assist you with today? Yes, that is correct.
[CUSTOMER][NEUTRAL] Just a reference number for the call.
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, can I have the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Good bye.
[CUSTOMER][POSITIVE] Thank you bye bye