AccountId: 011433970860
ContactId: 95e8ea07-f04e-4df9-8677-f7764af8a236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187429 ms
Total Talk Time (AGENT): 68065 ms
Total Talk Time (CUSTOMER): 83723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/95e8ea07-f04e-4df9-8677-f7764af8a236_20250117T18:55_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, [PII]. This is [PII] calling from Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain benefits, outpatient benefits.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes. Bear with me just a second. Policy number 02298016.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, hold on one moment. It's giving me an error. Can you repeat the um policy number?
[CUSTOMER][NEUTRAL] Postcode [PII].
[AGENT][NEUTRAL] Is there anything after the [PII]?
[CUSTOMER][NEUTRAL] Um, no, I don't see anything else.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK. I apologize for that. I don't, I had to open up a new um screen. Can you repeat the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, it's OK. Uh, first name is [PII], and last name is [PII], which is [PII]. 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. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] And the outpatient benefits for the policy is up to $350 per person per calendar day.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK. Beautiful.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, you say that it is 350 per day, right?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. So the last thing I may need is gonna be theation to your last name and a reference number for today.
[AGENT][NEUTRAL] OK, so the initial to my last name is [PII], and there's no call reference number, but you can use my name and the date.
[CUSTOMER][POSITIVE] OK, beautiful. Thank you, Ms. [PII]. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that will be everything.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.