AccountId: 011433970860
ContactId: cf82c4ad-cd1c-497f-a9ac-df974455689f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132759 ms
Total Talk Time (AGENT): 58099 ms
Total Talk Time (CUSTOMER): 40782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cf82c4ad-cd1c-497f-a9ac-df974455689f_20250506T20:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] um at Texoma Rheumatology, and I need to get benefits on a patient and see if she's met any.
[AGENT][NEUTRAL] Sure [PII], I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 02264898.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. This member has outpatient benefits of $4000 per calendar year. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Has she met any of that 4000?
[AGENT][POSITIVE] It look like she's utilized.
[AGENT][NEUTRAL] $1,8171817.33 of her benefits.
[CUSTOMER][NEUTRAL] $1,817?
[AGENT][NEUTRAL] Mhm and 33 cents.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And is there a call reference for this?
[CUSTOMER][NEUTRAL] No, just a call reference number.
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] [PII]. First initial and my last name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, I sure appreciate your time.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day, [PII]. Good bye.
[CUSTOMER][NEUTRAL] You too bye bye.