AccountId: 011433970860
ContactId: b58ae5b9-636c-423d-926f-772b9cf0450b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110709 ms
Total Talk Time (AGENT): 49595 ms
Total Talk Time (CUSTOMER): 36514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b58ae5b9-636c-423d-926f-772b9cf0450b_20250425T12:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the outpatient benefits, [PII]. May I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] and then the policy number is 01749482.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active. It's been effective since [PII], and you said you need outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, I'm showing the policy will pay up to $1000 per calendar year. Did you want me to see if any of that has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEGATIVE] And so far for [PII], Vienna has not used any of the benefits.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, [PII], um, those were the only questions I have. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK bye.