AccountId: 011433970860
ContactId: 93a642d4-cb3e-43c2-880a-c90240ad8e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112330 ms
Total Talk Time (AGENT): 58255 ms
Total Talk Time (CUSTOMER): 30035 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/93a642d4-cb3e-43c2-880a-c90240ad8e40_20250507T17:49_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][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Doctor [PII]'s office calling for benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the ID is 01.
[CUSTOMER][NEUTRAL] 893-413 ML 8.
[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] [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].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Specialist office visit.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per calendar year. That does include treatment in the um office setting.
[AGENT][NEUTRAL] Um, as long as it's not cosmetic. Did you want me to see if any of the 500 has been used for this year?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I'm not showing any of the benefits has been used, so he still has the full 500 for the year.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you very much have a good day.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.