AccountId: 011433970860
ContactId: 9b15a3ce-c80a-4d96-bcef-1f07284f839b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172789 ms
Total Talk Time (AGENT): 71336 ms
Total Talk Time (CUSTOMER): 50948 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9b15a3ce-c80a-4d96-bcef-1f07284f839b_20250127T15:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, hi [PII] my name is [PII] calling from Diagnostic Center of Miami, and I was calling for benefit information please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let's help you with benefits today and you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect, do you mind if I grab a good callback number real quick?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and the policy number we wanna look at today, ma'am?
[CUSTOMER][NEUTRAL] Um 01836820.
[CUSTOMER][NEUTRAL] 01836820 ML 7
[AGENT][POSITIVE] Wonderful, give me just a second to get that.
[CUSTOMER][NEUTRAL] I believe it's supposed to be 8 though.
[CUSTOMER][NEUTRAL] I think it's supposed to be 88 is outpatient, right?
[AGENT][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Oh yeah, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you're needing the outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Perfect, we'll give that to you. And what is your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And I do see [PII] here. I do wanna let you know while I'm pulling up those benefits that any um benefit information I give you over the phone today is just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] It looks like her outpatient benefit has a maximum of $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK. Has she met any other yet?
[AGENT][POSITIVE] That's a great question. Let's take a look.
[AGENT][NEUTRAL] Alright, it doesn't not look like we've used any benefits um for the [PII] calendar year.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII], first initial, last name, [PII].
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Oh, you say I leave.
[AGENT][NEUTRAL] [PII] it like short for [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Sorry, [PII], no worries. Thank you, Ms. [PII]. You have such a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.