AccountId: 011433970860
ContactId: b740a16b-f1c5-439a-b74d-ef25f2937121
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140160 ms
Total Talk Time (AGENT): 45168 ms
Total Talk Time (CUSTOMER): 62267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b740a16b-f1c5-439a-b74d-ef25f2937121_20250410T14:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APR. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, ma'am. Uh, good morning. Uh, my name is [PII]. I'm calling from the Diagnostic Center of Miami. I just need to obtain benefits and eligibility for one of my patients, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] My name is uh [PII]. My phone number is [PII] option 4.
[CUSTOMER][NEUTRAL] I'm calling from Diagnostic Center of Miami. Um, the policy number is 01741606.
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, and the number 8 and the N.
[AGENT][NEUTRAL] Thank you, could you verify that member's name and date of birth that you're requesting benefits for today?
[CUSTOMER][NEUTRAL] Yes, member's name is [PII], last name [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm looking for outpatient benefits.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She has outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of $4000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Um, it's already, um.
[CUSTOMER][NEUTRAL] it's it's available the $4000.
[AGENT][NEUTRAL] Yes, she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, perfect. May I have your name and a reference number for this call, please?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference, [PII], because we don't provide reference numbers. Is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] Alright thank you so much you have a wonderful day, ma'am bye bye thank you bye bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] 7.