AccountId: 011433970860
ContactId: b113f0b2-d776-4acb-be43-e7ae8a066bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115730 ms
Total Talk Time (AGENT): 38780 ms
Total Talk Time (CUSTOMER): 38502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b113f0b2-d776-4acb-be43-e7ae8a066bfe_20250422T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling with Bad this outpatient. I'm calling in reference to a mutation. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good uh callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 026100072.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It looks like our policy is effective [PII].
[AGENT][NEUTRAL] And you needed outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If that pulled up, it's not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, for her outpatient benefits, it's $8500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK. If anything has been used?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, she's not used to anything.
[CUSTOMER][POSITIVE] Perfect. And the last thing I may need is gonna be the initial to your last name and a reference number.
[AGENT][NEUTRAL] That's D as in Delta, and then it'll be my name and today's date for the reference.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Same to you, miss. Bye.