AccountId: 011433970860
ContactId: b6600791-defe-420f-9930-81f40470b94b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131089 ms
Total Talk Time (AGENT): 60871 ms
Total Talk Time (CUSTOMER): 46762 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b6600791-defe-420f-9930-81f40470b94b_20250423T17:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. My name is [PII]. I'm calling to get benefits for mutual patients.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02388671.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with a date of birth of [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 the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Yes, the patient is coming in for diagnostic testing.
[AGENT][NEUTRAL] OK, would it be outpatient or do you have to be?
[CUSTOMER][NEUTRAL] OK sorry, outpatient, outpatient.
[AGENT][NEUTRAL] OK. Um, so for the outpatient benefit, the policy will be up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Yes, out peach.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] per day. OK, thank you. And uh so that's what they have available. And can I get a reference number please, [PII]?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, what was the first question?
[CUSTOMER][NEUTRAL] Oh, I was just repeating back you said their, uh, benefit is $3000 per day.
[AGENT][NEUTRAL] Oh, OK, OK. I'm like, wait, I missed that. OK. Um, so there's no, sorry, there's no um call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you, so [PII], you have a great day.
[AGENT][POSITIVE] Thank you, [PII], you also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, you've been great. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye