AccountId: 011433970860
ContactId: ca0c2a4b-e685-4580-9b82-eb34a4d0341e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98959 ms
Total Talk Time (AGENT): 46575 ms
Total Talk Time (CUSTOMER): 30424 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ca0c2a4b-e685-4580-9b82-eb34a4d0341e_20250211T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. I'm calling to find out um outpatient benefits for a patient.
[AGENT][POSITIVE] All right, I'm happy to check on benefits. What's your policy number?
[CUSTOMER][NEUTRAL] 02534268 MLA.
[AGENT][NEUTRAL] Alright thank you let me pull this up here.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So patient is active. The effective date is [PII].
[AGENT][NEUTRAL] Uh, the patient's outpatient benefit amount is per calendar day on this plan and the max is 1500.
[CUSTOMER][NEUTRAL] OK, so 1500 per day.
[AGENT][NEUTRAL] Mhm, yup.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Can I have a reference number in your name?
[AGENT][NEUTRAL] Absolutely. The call references my name with my last initial in today's date. My name is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much that's all I needed today.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.