AccountId: 011433970860
ContactId: d33f9f3e-a5c3-4a4a-904a-fd504b1c5457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115220 ms
Total Talk Time (AGENT): 52509 ms
Total Talk Time (CUSTOMER): 50352 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d33f9f3e-a5c3-4a4a-904a-fd504b1c5457_20250121T18:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, sure, one second here, sorry, uh.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Policy number is 02563056 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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. So I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, this particular patients coming out, coming for an outpatient benefit if I can get the outpatient benefits, please.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] OK, and of the $1000 how much is he used?
[AGENT][NEUTRAL] Well, it's per day, so it resets each day.
[CUSTOMER][POSITIVE] Oh, per day, yes, sorry, totally missed that part when you said that. I'm so sorry about that. OK, perfect. So per day, and I'm sorry if you could spell your name for me please?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] You're fine. Mhm.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] OK thank you so much then and for your help and have a wonderful day.
[AGENT][POSITIVE] Thank you [PII]. You also and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Goodbye.