AccountId: 011433970860
ContactId: 93f21628-a7d4-4d53-8d14-48ab7597cc05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131190 ms
Total Talk Time (AGENT): 54100 ms
Total Talk Time (CUSTOMER): 44308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/93f21628-a7d4-4d53-8d14-48ab7597cc05_20250516T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to have benefits for a patient, please.
[AGENT][POSITIVE] OK, well, I can help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes my name is [PII] and a phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] The member's policy number is 02295813ML and the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Here we go, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing 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] Um, hospital outpatient.
[AGENT][NEUTRAL] OK, the policy will pay up to $3500 per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, so none of the benefits have been used for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Um,
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] um is there a reference number for the call?
[AGENT][NEUTRAL] There's no call reference number, it'll just be my name and today's date. And again, my name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect perfect thank you so much and I hope you have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.