AccountId: 011433970860
ContactId: a28a460d-9a0d-4d34-8a2e-b1ec2ce0b5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100830 ms
Total Talk Time (AGENT): 39170 ms
Total Talk Time (CUSTOMER): 37850 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a28a460d-9a0d-4d34-8a2e-b1ec2ce0b5fc_20250423T18:43_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 [PII], I'm calling from South By Hospital. I wanted to verify benefits for a member for the gap insurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII], phone number [PII].
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It is 023.
[CUSTOMER][NEUTRAL] 523.
[CUSTOMER][NEUTRAL] 96 ML 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, member's name is [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].
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] How much is her outpatient benefit?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So for outpatients, the policy will pay up to $750 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright well thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.