AccountId: 011433970860
ContactId: a9538651-0af6-4239-9d29-04fb26ee2cf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122800 ms
Total Talk Time (AGENT): 51731 ms
Total Talk Time (CUSTOMER): 48824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a9538651-0af6-4239-9d29-04fb26ee2cf9_20250129T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was just calling to get the benefits for a member, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] [PII], it's gonna be spelled [PII] Last name initial is [PII].
[AGENT][NEUTRAL] Thank you for that, and my ladies, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] The callback number is [PII]. Policy number I have is 01611724 M for Mike L for Lima and the number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have here [PII]. The last name is um [PII]. 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. I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] The benefits for ambulatory surgical center non hospital based outpatient.
[AGENT][NEUTRAL] So for outpatients, the policy will pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] You said 1000?
[AGENT][NEUTRAL] 1500. Mhm.
[CUSTOMER][NEUTRAL] Uh, 1500 and then have they used any of that?
[AGENT][NEUTRAL] Let's see, hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, um, they haven't used any of the benefits for this year yet.
[CUSTOMER][NEUTRAL] OK perfect and then do you happen to have a call reference number?
[AGENT][NEUTRAL] So no call reference number, but you can use my name and today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APM my ladies. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.