AccountId: 011433970860
ContactId: b633d64e-d9ba-4caf-9744-bef7a8ed8bf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142270 ms
Total Talk Time (AGENT): 45079 ms
Total Talk Time (CUSTOMER): 50232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b633d64e-d9ba-4caf-9744-bef7a8ed8bf8_20250506T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for Benefits centerability please.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course, it's gonna be [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Hey [PII], I can help you with benefits and eligibility. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes I do. It's gonna be 020133.
[CUSTOMER][NEUTRAL] 21 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][POSITIVE] Yes, of course it's gonna be [PII].
[CUSTOMER][NEUTRAL] As [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Looks like the policy is effective [PII] and it's not a guarantee of payment, basic outline.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And I'm calling for benefits for office visits. If there's any benefits in outpatient surgery, please.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Um, there's no benefits for office visits. It will cover office treatment and procedures in office.
[AGENT][NEUTRAL] Then if it is 3000 per covered person per calendar year, maximum payout.
[CUSTOMER][NEUTRAL] $3000 per calendar year. How much has been accumulated of that?
[AGENT][NEUTRAL] Uh, I don't show anything's been used.
[CUSTOMER][NEUTRAL] OK perfect and your reference number is your name and today's date, correct?
[AGENT][NEUTRAL] Uh. Yes, hold on one moment though. Hold on.
[AGENT][NEUTRAL] OK, yeah, nothing's been used. Yes, uh, my name in today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much you have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling APL as well. Bye bye.