AccountId: 011433970860
ContactId: d4e17abc-1a27-4360-88fc-3f8d112d20f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145690 ms
Total Talk Time (AGENT): 70376 ms
Total Talk Time (CUSTOMER): 38402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d4e17abc-1a27-4360-88fc-3f8d112d20f2_20250604T12:29_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, any benefits for a patient. Her gap assurance.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how can I assist you today, [PII]?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I just need the benefits for her gap.
[AGENT][NEUTRAL] Can I have a policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, it's sorry, give me one second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 024518.
[CUSTOMER][NEUTRAL] 25 M like Mike L like Louis 7.
[AGENT][NEUTRAL] Thank you and what is the member's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active. What is your place of service inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] It's gonna be both inpatient and outpatient.
[AGENT][NEUTRAL] So she has outpatient benefits of $2500 per calendar year.
[AGENT][NEUTRAL] Which is if she's in an outpatient setting setting is 1817 hours or under will be considered as outpatient. However, she has inpatient benefits 18 hours or more is $7900 per calendar year, and this is not a guarantee of benefits, just a disclaimer or the policies coverage.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number?
[AGENT][NEUTRAL] We don't provide those [PII], but you can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the initial or your last name?
[AGENT][NEUTRAL] [PII]. Would you like for me to spell my first name for you?
[CUSTOMER][NEUTRAL] If you can please.
[AGENT][NEUTRAL] [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.