AccountId: 011433970860
ContactId: cbb30168-46a8-4b51-99dc-d75f69b47628
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107959 ms
Total Talk Time (AGENT): 46848 ms
Total Talk Time (CUSTOMER): 26369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/cbb30168-46a8-4b51-99dc-d75f69b47628_20250110T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon. I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] I could check out patient benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a get a call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02295813.
[AGENT][NEUTRAL] Thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. I mean, I saw this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] The outpatient benefit is $3500 max per calendar year.
[CUSTOMER][NEUTRAL] And do they have the full amount available?
[AGENT][NEUTRAL] Oh, let me double check. Give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, none has been used so far this year.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling HP. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too