AccountId: 011433970860
ContactId: 90448843-b4f0-41e4-9bd5-de853d03f4d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83389 ms
Total Talk Time (AGENT): 40927 ms
Total Talk Time (CUSTOMER): 25342 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/90448843-b4f0-41e4-9bd5-de853d03f4d3_20250502T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. I was calling to get outpatient benefits for a member.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the outpatient benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02618595
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And for outpatient, the policy will pay up to $250 per calendar day.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APR. Have a great weekend bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.