AccountId: 011433970860
ContactId: b506dbe4-3a42-4e0e-bbf4-326546f8497f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121500 ms
Total Talk Time (AGENT): 65759 ms
Total Talk Time (CUSTOMER): 42699 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b506dbe4-3a42-4e0e-bbf4-326546f8497f_20250117T16:12_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 [PII], my name is [PII]. I'm calling to verify benefits for one of our patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Of course, uh, my callback number is [PII].
[AGENT][POSITIVE] Thank you and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Policy number is gonna be 0257.
[CUSTOMER][NEUTRAL] 8984 M as in Mary, L as in Lima number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course it's gonna be [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, and I am showing that the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, uh, for outpatient surgery.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $1000 per calendar year. There's no deductible, and that does include surgery in a hospital outpatient facility or freestanding outpatient surgery center. Did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] Uh, if you could please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So for [PII], none of the benefits have been used yet.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help, [PII]. May I please just have your name one more time your name. I'm so sorry, uh, a reference number for this call. I'm sorry, it's Friday.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Oh, so there's, you're fine, it's Friday. So there's no call reference number, but you can use my name. Um, the first initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much you have a wonderful weekend ahead.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] You too.