AccountId: 011433970860
ContactId: d96cccf3-d76a-4291-abbb-144f693e5e2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133419 ms
Total Talk Time (AGENT): 62318 ms
Total Talk Time (CUSTOMER): 35979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d96cccf3-d76a-4291-abbb-144f693e5e2b_20250228T18:45_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, your name was again?
[AGENT][NEUTRAL] Oh, yes, my name is [PII]
[CUSTOMER][POSITIVE] Thanks [PII]. My name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with some eligibility and benefits today, Ms. [PII], and do you mind if I snag a quick call back number for you real quick?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and the policy number we want to look at?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 444.
[CUSTOMER][NEUTRAL] 753 M like Mary L like Larry number 8.
[AGENT][POSITIVE] Thank you. Give me one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and would you be able to verify your member's first and last name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And I do see her here. It looks like she is current and active with us. She has an effective date of [PII] and you said you were looking for benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, outpatient benefits please.
[AGENT][NEUTRAL] Outpatient perfect thank you. I do wanna let you know while I'm pulling up those benefits that any benefits I give you over the phone today is just a verification of coverage and not a guarantee of payment is that OK?
[CUSTOMER][NEUTRAL] That is fine.
[AGENT][POSITIVE] Perfect, thank you, thank you, and it looks like she has a per calendar day outpatient benefit with a maximum of $750.
[CUSTOMER][NEUTRAL] OK, so 150.
[CUSTOMER][POSITIVE] Per day awesome. OK then I guess that would actually be all. Thank you so much, [PII], for your help and have a wonderful day.
[AGENT][POSITIVE] Hey, my pleasure. Thank you for calling APL and you enjoy your weekend.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][NEUTRAL] Bye bye.