AccountId: 011433970860
ContactId: ca901e13-aeb9-47ac-bf79-4bf1bdf84bb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135220 ms
Total Talk Time (AGENT): 52757 ms
Total Talk Time (CUSTOMER): 45387 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ca901e13-aeb9-47ac-bf79-4bf1bdf84bb6_20250404T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling just to verify benefits for a member.
[AGENT][POSITIVE] OK, and spell your first name for me. I can help you with that.
[CUSTOMER][NEUTRAL] Spelled [PII] Last name initial is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and what is the policy number please?
[CUSTOMER][NEUTRAL] Policy number I have is 02427991 M for Mary L for Lima and the number 8.
[AGENT][POSITIVE] OK, thank you very much one moment please, [PII].
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and this member shows effective as of [PII], and this policy shows active for the member.
[CUSTOMER][NEUTRAL] OK, do you happen to have the benefits that they have for ambulatory surgical center non-hospital based outpatient?
[AGENT][NEUTRAL] Of course, one moment please, let me get that for you.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We will pay up to $1500 for the calendar year.
[CUSTOMER][NEUTRAL] Have they used any of that amount?
[AGENT][NEUTRAL] Let me check that for you one moment, one moment.
[AGENT][NEUTRAL] Currently she has used $500.
[CUSTOMER][POSITIVE] OK perfect thank you so much for that information and do you have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name [PII]. Last initials [PII] and today's date. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] That was it thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thanks for calling AP. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.