AccountId: 011433970860
ContactId: a52d5dba-4195-4b6d-8656-8dace049b932
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108440 ms
Total Talk Time (AGENT): 42798 ms
Total Talk Time (CUSTOMER): 46472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a52d5dba-4195-4b6d-8656-8dace049b932_20250102T20:49_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Hi, [PII]. Yes, I'm calling to obtain benefits for a member.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is
[CUSTOMER][NEUTRAL] 01659400 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is going to be for outpatient surgery.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $7900.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] All righty. And uh [PII], can I just have a, oh I'm sorry, do they have the full amount available?
[AGENT][NEUTRAL] Um, I would hope so. It's only the 2nd day of the year.
[CUSTOMER][NEUTRAL] All righty. I do have to ask.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] All righty. And yes, that's.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's all. If I can just have a call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Perfect. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.