AccountId: 011433970860
ContactId: bfa1d46f-e3f7-4fa6-a1ff-f7b2ba21798a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95900 ms
Total Talk Time (AGENT): 45770 ms
Total Talk Time (CUSTOMER): 24770 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/bfa1d46f-e3f7-4fa6-a1ff-f7b2ba21798a_20250428T15:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the policy number of the member, [PII]?
[CUSTOMER][NEUTRAL] 02164129
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] West Kendall Hospital.
[AGENT][NEUTRAL] Inpatient, outpatient?
[CUSTOMER][POSITIVE] Outpatient, I'm sorry.
[AGENT][NEUTRAL] So this member's policy has been active since [PII] and it's currently active. This member has outpatient benefits of $1500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and he has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] So 1600, right?
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] 0, 1500.
[CUSTOMER][NEUTRAL] Alrighty, may I have a reference number?
[AGENT][NEUTRAL] We don't provide those [PII]. however, you can use my name in today's date as a reference. It's [PII] [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. Have a great day. Good bye.
[CUSTOMER][NEUTRAL] OK.