AccountId: 011433970860
ContactId: 9f8965d1-f9ce-4b33-9a7e-74fd02ee841d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123900 ms
Total Talk Time (AGENT): 58464 ms
Total Talk Time (CUSTOMER): 41281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9f8965d1-f9ce-4b33-9a7e-74fd02ee841d_20250128T20:31_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 did verify benefits for a procedure.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII] last initial R [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 249.
[CUSTOMER][NEUTRAL] 693 4.
[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. I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And what type of um benefits did you want to go over like outpatient or would it be inpatient?
[CUSTOMER][NEUTRAL] Yeah, OK, so
[CUSTOMER][NEUTRAL] Yes, outpatient ambulatory.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $2500 per calendar year. There's no deductible?
[CUSTOMER][NEUTRAL] OK, and are you able to see if she's used any of it so I mean sorry, if he's used any of it so far for the year?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEGATIVE] Um, so, no, none of the benefits have been used for this year.
[CUSTOMER][NEUTRAL] OK, so it's, it's still there. Alright, just your name and reference for the call then.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. So that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much then that's all for today.
[AGENT][POSITIVE] You're welcome, [PII] and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thank you, bye bye.