AccountId: 011433970860
ContactId: b3e61f2b-86f1-4f00-95c8-bd1d4ce7a7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112669 ms
Total Talk Time (AGENT): 41989 ms
Total Talk Time (CUSTOMER): 47261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b3e61f2b-86f1-4f00-95c8-bd1d4ce7a7d6_20250203T22:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling from Badist Outpatient. I'm calling related to a mute outpatient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] I'd be happy to assist with outpatient benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is going to be 2502546.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is going to be [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].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do show the outpatient benefits is $2500 per calendar year.
[CUSTOMER][NEUTRAL] Does anything has been used for uh from those 2500?
[AGENT][NEUTRAL] Um, let me
[AGENT][NEGATIVE] No, not this year, no.
[CUSTOMER][POSITIVE] Beautiful. And the last thing on my name, Ms. [PII], is gonna be the initial to your last name and the reference number if we have one.
[AGENT][NEUTRAL] So the reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK, that will be everything for today. Thank you so much and I truly appreciate it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you, same to you, miss, bye.
[AGENT][NEUTRAL] Mhm bye bye.