AccountId: 011433970860
ContactId: 920610d5-607a-44a0-8fe9-3c6c94e1f6cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139110 ms
Total Talk Time (AGENT): 56643 ms
Total Talk Time (CUSTOMER): 43651 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/920610d5-607a-44a0-8fe9-3c6c94e1f6cd_20250324T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get um benefits on a patient please.
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the member's benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02024615 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing um the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And may I, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Know what type of benefits you're looking for?
[CUSTOMER][NEUTRAL] This is for an outpatient studies.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $3000 per person per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, and so far none of the benefits have been used for [PII], so she still has the full balance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's all I needed and do you give reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date and that's [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, anything.
[CUSTOMER][POSITIVE] All right, that was all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye.