AccountId: 011433970860
ContactId: c851c333-d85e-4a4a-b210-4160641ba0ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143800 ms
Total Talk Time (AGENT): 70281 ms
Total Talk Time (CUSTOMER): 27267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c851c333-d85e-4a4a-b210-4160641ba0ed_20250306T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can assist with that [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I please have that policy number?
[CUSTOMER][NEUTRAL] 01659696
[AGENT][NEUTRAL] OK, I have that as 01659696.
[AGENT][NEUTRAL] Excuse me. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for excuse me, benefits for this member, um, with this particular policy, it shows that it termed as of [PII]. If you would, [PII], bear with me, let me check to see if there's an active policy with a member. OK, please bear with me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, thank you so much for your patience. I was able to locate an active policy, and that policy number is 02465783.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome. With an effective date of [PII] and for outpatient benefits.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $2500 for the calendar year.
[CUSTOMER][NEUTRAL] And does he have the full amount available?
[AGENT][NEUTRAL] Let me check to see if anything has been accumulated for [PII]. One moment.
[AGENT][NEUTRAL] Currently he has not accumulated anything towards that outpatient max.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling APL. Have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.