AccountId: 011433970860
ContactId: cb1c67fd-b45c-47fd-b392-1ef5a8e97b01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146940 ms
Total Talk Time (AGENT): 53922 ms
Total Talk Time (CUSTOMER): 58192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/cb1c67fd-b45c-47fd-b392-1ef5a8e97b01_20250417T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Book Return Regional Hospital. I'm just calling to see if I could verify benefits for a member, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits, and can you repeat your name for me? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Alright, and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02417210.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [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 that the policy is active, it's been effective since [PII]. And what type of um benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, do you, are you able to look back on like for any outpatient benefits she had back in [PII]?
[CUSTOMER][NEUTRAL] Or is it all the same?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, this policy has been active since [PII], so yes, this is the only one. So yes, the outpatient benefits were the same, which is $500 per calendar day.
[CUSTOMER][NEUTRAL] $500 per calendar day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's all I need. What was your name one more time, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Um, is there a reference number to the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][POSITIVE] No, that'll be all thank you I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You too, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.