AccountId: 011433970860
ContactId: aa61db4b-ccf0-46ee-a902-a99dbdcceff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 45369 ms
Total Talk Time (CUSTOMER): 34449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/aa61db4b-ccf0-46ee-a902-a99dbdcceff3_20250516T18:29_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], my name is [PII]. I'm calling from Nicholas Children's. I needed to verify eligibility for a number.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. That's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 01871735 M like mother, L like Larry, 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [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. What's the benefit for outpatient diagnostics?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] For outpatient, the policy will pay up to $1500 per calendar year. Did you want me to see if any of that has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEGATIVE] Alright, so so far for [PII], none of the benefits have been used.
[CUSTOMER][NEUTRAL] OK, and then do you provide a reference numbers for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome.