AccountId: 011433970860
ContactId: c8ccb376-bddb-4f9f-a129-211fc74d6a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104120 ms
Total Talk Time (AGENT): 56089 ms
Total Talk Time (CUSTOMER): 30408 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/c8ccb376-bddb-4f9f-a129-211fc74d6a75_20250626T15:30_UTC.wav
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[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I'm calling from a specialist office. I'm trying to verify benefits on a member.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And so, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01569075ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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] Outpatient surgery.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $2000 per calendar year, which does include surgery in an outpatient facility or freestanding outpatient surgery center. Did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And so far she has not used any for [PII].
[CUSTOMER][POSITIVE] Very well thank you have a great one.
[AGENT][POSITIVE] Yes. You also, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Nope, that was basically it thank you so much.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.