AccountId: 011433970860
ContactId: b8609d11-adcc-4acb-8909-bb663c9b62dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85919 ms
Total Talk Time (AGENT): 43825 ms
Total Talk Time (CUSTOMER): 29939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b8609d11-adcc-4acb-8909-bb663c9b62dc_20250515T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. My name is [PII], and I'm calling from the diagnostic Center of Miami. I need to get benefits on a patient please.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits, and [PII], may I have a good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, the contact number is [PII].
[CUSTOMER][NEUTRAL] And the member's ID number is 02584394.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name is [PII]. Date of birth is [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]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, for outpatient diagnostic testing?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per calendar day. That does include diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] All right well thank you so much for your help I appreciate it you have a wonderful rest of the day.
[AGENT][POSITIVE] You're very welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.