AccountId: 011433970860
ContactId: d6d8f796-f81d-467c-9aa3-b1deedd2dafb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102540 ms
Total Talk Time (AGENT): 35380 ms
Total Talk Time (CUSTOMER): 36959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d6d8f796-f81d-467c-9aa3-b1deedd2dafb_20250515T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a provider's office, and I wanted to verify patients benefit.
[AGENT][NEUTRAL] Hi [PII], so I can help you with uh patient benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] That's 01867126 ML 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK. Uh it looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] And let me get those benefits pulled up. One moment.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Uh, it looks like this plan covers $500 per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 523 alrighty and then um can I just get a reference number for the call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII] as [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty [PII], thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.