AccountId: 011433970860
ContactId: b5473944-8527-48ae-bcd9-411971884322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82559 ms
Total Talk Time (AGENT): 39748 ms
Total Talk Time (CUSTOMER): 26947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b5473944-8527-48ae-bcd9-411971884322_20250402T18:56_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need benefits for, um, I'm sorry, outpatient benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02517424.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $5000.
[CUSTOMER][NEUTRAL] Has anything been used?
[AGENT][NEUTRAL] Um, no, he hasn't used any benefits. He has the full amount available.
[CUSTOMER][POSITIVE] Thank you so much. And do you have a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.