AccountId: 011433970860
ContactId: d396c6c2-7d3a-4ee7-84a7-20ef0c87ef3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122760 ms
Total Talk Time (AGENT): 55458 ms
Total Talk Time (CUSTOMER): 48941 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d396c6c2-7d3a-4ee7-84a7-20ef0c87ef3a_20250115T16:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So when you
[CUSTOMER][NEUTRAL] Hi, good afternoon, and I'm calling in regarding a patient, um, benefits please.
[AGENT][POSITIVE] OK, I can help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02578984 M.
[CUSTOMER][NEUTRAL] Um MLH.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] 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 the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For an outpatients um surgery, she's having a procedure done.
[CUSTOMER][NEUTRAL] A hysteroscopy done in an ambulatory center.
[AGENT][NEUTRAL] OK. Um, so for outpatient, the calendar year max is $1000. Um, did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Um, no, no, I just wanted to make, just wanted to double confirm. Um, that's it. That's all I needed to confirm. Um, can I have a reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and have a great day, OK?
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day, bye.