AccountId: 011433970860
ContactId: bf703bf6-7918-4451-880f-5007e0260136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123660 ms
Total Talk Time (AGENT): 63948 ms
Total Talk Time (CUSTOMER): 35752 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/bf703bf6-7918-4451-880f-5007e0260136_20250410T18:30_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][NEUTRAL] Hi, good afternoon, my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the outpatient benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, contact number is [PII] and then policy number is 02608026.
[AGENT][POSITIVE] 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] Oh yeah, [PII] and [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 um you said outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to
[AGENT][NEUTRAL] Hold on one moment. Up to $5000 per person, $15,000 max per family, um, per calendar year. Did you want me to see if she's using any of that $5000 max?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far she has not used any of the benefits for [PII].
[CUSTOMER][POSITIVE] OK perfect. Alright, I know those were the only questions I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] You're very welcome. And again, all the information provided was a verification of benefits, not a guarantee of payment, and thank you for calling APLE. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too, Mommy bye.
[AGENT][POSITIVE] Thank you, Leah. Bye-bye.