AccountId: 011433970860
ContactId: a65495dc-edcd-4b74-8a10-711825a929a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108040 ms
Total Talk Time (AGENT): 57473 ms
Total Talk Time (CUSTOMER): 35901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a65495dc-edcd-4b74-8a10-711825a929a9_20250117T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling for benefits and eligibility for a member.
[AGENT][POSITIVE] OK, yeah, I can check benefits and eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you, and do you have the policy number?
[CUSTOMER][NEUTRAL] It's 02216481 M as in mother, L as in Lima, 7.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and we're we need to look at, uh, outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, so it is $200 max per calendar day.
[CUSTOMER][NEUTRAL] Mm, 200 max per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that sounds good. Uh, Ms. [PII], can I have a call reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a nice day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.