AccountId: 011433970860
ContactId: d96794bc-0312-4efa-9e3d-b9b9a1faa5cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133919 ms
Total Talk Time (AGENT): 60577 ms
Total Talk Time (CUSTOMER): 65173 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d96794bc-0312-4efa-9e3d-b9b9a1faa5cf_20250404T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. Thanks. Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanna know, um, I have a patient with the supplement insurance and we wanna know what the benefits are.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Policy number hm.
[CUSTOMER][NEUTRAL] It just has a group number.
[CUSTOMER][NEUTRAL] Uh, oh, certificate number outpatient.
[AGENT][NEUTRAL] It should say policy a certain number. Mhm.
[CUSTOMER][NEUTRAL] It does, it just says the outpatient benefit certificate, hospital benefit certificate, and group.
[AGENT][NEUTRAL] Right, that is the policy number. Those are the policy numbers, the certification number, certificate number.
[CUSTOMER][NEUTRAL] Oh it is OK.
[CUSTOMER][NEUTRAL] Oh, OK, so let me give you the outpatient, so it's 02153.
[CUSTOMER][NEUTRAL] 292 ML 8.
[AGENT][NEUTRAL] And I do apologize. What was your name and provide me your callback number again?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh sure, my name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you [PII], could you verify the patient's name and date of birth that you're calling to verify outpatient benefits for?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Of course, uh, [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits. This policy became effective [PII] and is currently active. She has a maximum benefit amount of $1000 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy coverage, [PII].
[CUSTOMER][POSITIVE] Alrighty very good do you have a reference number?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. It's [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] Thank you so much [PII] I appreciate you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. bye.
[CUSTOMER][POSITIVE] Thanks sweetheart, thank you you as well love.