AccountId: 011433970860
ContactId: d6119fe7-01c5-451b-abf8-099589f8f27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94500 ms
Total Talk Time (AGENT): 36899 ms
Total Talk Time (CUSTOMER): 39938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d6119fe7-01c5-451b-abf8-099589f8f27e_20250109T13:28_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII] last initial um.
[CUSTOMER][POSITIVE] [PII], so sorry, and I'm calling to get benefits on a patient.
[AGENT][NEUTRAL] OK, and what is the patient's name?
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], policy number is 01792018ML8.
[AGENT][NEUTRAL] What's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] And [PII]'s date of birth is [PII].
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] I need to know his benefits for this year, outpatient and it's for CT scan.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Outpatient
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get that information for you showing the policy effective date is [PII]. This policy is active at this time.
[AGENT][NEUTRAL] I show the maximum outpatient benefit is up to $500 per calendar day. This information is verification only. It does not guarantee payment of a claim. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] The reference number for our call.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Alright you have a wonderful day.
[AGENT][POSITIVE] You too [PII] thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.