AccountId: 011433970860
ContactId: b51b11a1-14ba-4794-8c19-3032c7eb8b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143380 ms
Total Talk Time (AGENT): 56339 ms
Total Talk Time (CUSTOMER): 48635 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b51b11a1-14ba-4794-8c19-3032c7eb8b7d_20250324T13:05_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for patients.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Could you could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] It's 02509922 ML 8.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Last name [PII], first name [PII]
[AGENT][NEUTRAL] Thank you [PII], and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, outpatient, uh, diagnostic X-ray.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] She has outpatient benefits, uh.
[AGENT][NEGATIVE] Oh my screen is so slow.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] She has outpatient benefits of $750 per calendar day and this is not a guaranteed benefit just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK. Any
[CUSTOMER][NEUTRAL] Um, you said it was effective what day?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. OK. And
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII]. And today's date is the reference, [PII], because we don't provide reference numbers unfortunately.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.