AccountId: 011433970860
ContactId: 9ef645fd-08de-4c8d-bb23-d39fa6f44633
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122339 ms
Total Talk Time (AGENT): 57950 ms
Total Talk Time (CUSTOMER): 31976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/9ef645fd-08de-4c8d-bb23-d39fa6f44633_20250529T17:26_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, yes, I'm calling for benefits and eligibility, please.
[AGENT][POSITIVE] OK, I can assist you with both the eligibility and benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] 3056674515 and the policy number is gonna be 245-5727.
[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, and 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, uh, outpatient surgery, please, an office visit.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $750 per calendar day.
[AGENT][NEUTRAL] There's no coverage for in-office setting, but there is the office treatment rider in which the treatment done in the office could be covered.
[AGENT][NEUTRAL] Um, up to the $750 per day.
[CUSTOMER][NEUTRAL] OK perfect sounds good and a reference number please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[AGENT][NEUTRAL] And [PII], was there anything else I could assist you with today?