AccountId: 011433970860
ContactId: 98ad9613-7f09-4282-bc33-f1c28b3a0362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124519 ms
Total Talk Time (AGENT): 55382 ms
Total Talk Time (CUSTOMER): 52062 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/98ad9613-7f09-4282-bc33-f1c28b3a0362_20250103T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. First initial of my last name [PII]. I'm calling from a provider facility because I need to verify um benefits for a member, please.
[AGENT][NEUTRAL] OK, and did you say it's a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility?
[AGENT][NEUTRAL] OK, thank you. What's the policy number?
[CUSTOMER][NEUTRAL] It's 01611708, M as in Mike, L as in Lima, and the number 8.
[AGENT][POSITIVE] Thank you [PII] what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. I show the policy effective date, excuse me, effective date is [PII]. Uh, the policy is active at this time, and the maximum outpatient benefit is up to $1500.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] And the information is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEGATIVE] And I don't show any uh benefit used for [PII] at this time.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, we, we figured because it's it's only the [PII], but OK, perfect, perfect. Thank you so much. That's all I needed to know. Oh, by any chance, do you provide reference numbers for your calls?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, you'll use my name in today's state as your reference. It's [PII], and then first initial of my last name is [PII], and did you have any other questions we can help out with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That would be all. Thank you so much.
[AGENT][POSITIVE] All righty. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye bye.