AccountId: 011433970860
ContactId: d3880039-3ada-4b10-b77a-154a248507ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148850 ms
Total Talk Time (AGENT): 70775 ms
Total Talk Time (CUSTOMER): 56825 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d3880039-3ada-4b10-b77a-154a248507ee_20250122T20:24_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling you for uh a primary care doctor to check uh benefits in a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with some benefits. Can I have your name and a good call back number?
[CUSTOMER][NEUTRAL] My name will be [PII] and the best phone to call me back will be [PII].
[AGENT][POSITIVE] Perfect. And what's the member's policy number, Alda?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me check, you say they're fund?
[AGENT][NEUTRAL] Uh, the policy number or it might be their member ID.
[CUSTOMER][NEUTRAL] Uh, 1, yeah, 19658.
[AGENT][NEUTRAL] 19658.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I don't have a policy under that number. Is there another number on the card?
[CUSTOMER][NEUTRAL] Mm, can I give you the, that's the group number.
[AGENT][NEUTRAL] Oh, OK, is there one that says like a certificate number or inpatient outpatient number?
[CUSTOMER][NEUTRAL] Um, this one to say, uh.
[CUSTOMER][NEUTRAL] In the hospital and one that said outpatient.
[AGENT][POSITIVE] Yes, I'll take either one of those numbers will get me there.
[CUSTOMER][NEUTRAL] OK, 002047361 ML 7.
[AGENT][POSITIVE] Thank you. Give me 1 2nd to get that all pulled up.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] All right, would you be able to provide me their first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] For, of course, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect thank you I see her here and you said you're needing benefit information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so I do wanna let you know any benefit information I give you over the phone it's just a verification of coverage and not a guarantee of payment. Uh, Ms. [PII] does, oh thank you. Uh, Ms. [PII] has an outpatient benefit of $4000 per calendar year with us.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] OK perfect so she's covered. Thank you and your name?
[AGENT][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], do you have a like a reference number for this call?
[AGENT][NEUTRAL] Yeah, you can use my name in today's date as a reference number.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Hey, my pleasure, thanks for calling APL you have a fabulous day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.