AccountId: 011433970860
ContactId: a27b546a-6fbc-4574-b5ab-08bed04b85d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114730 ms
Total Talk Time (AGENT): 45891 ms
Total Talk Time (CUSTOMER): 57491 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a27b546a-6fbc-4574-b5ab-08bed04b85d0_20250508T17:19_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] Good afternoon, [PII]. My name is [PII]. I'm calling to verify your patient's benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the member's benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. Sure. [PII]. And the policy number is 02467409 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII], and 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. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits are you wanting to go over today?
[CUSTOMER][NEUTRAL] Um, sure, she's scheduled for colonoscopy and endoscopy. I would like to have an outpatient benefits.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK. Sounds good. And [PII], can I have the first initial to your last name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK, and a reference for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK sounds good thank you I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Mm, that was it thank you.
[AGENT][POSITIVE] All right. Have a great day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You too. Take care. OK, bye-bye.