AccountId: 011433970860
ContactId: d9b94ee3-d13d-4755-9288-c89bc2e99453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162300 ms
Total Talk Time (AGENT): 58591 ms
Total Talk Time (CUSTOMER): 74269 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/d9b94ee3-d13d-4755-9288-c89bc2e99453_20250220T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Your name again? I'm so sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], hi, I'm calling from NMed.
[CUSTOMER][NEUTRAL] In [PII], I needed to get benefits on a patient please.
[AGENT][NEUTRAL] Of course, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What is the policy number please?
[CUSTOMER][NEUTRAL] It is 02292679.
[AGENT][NEUTRAL] OK, I have that as 02292679.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah, oh, I just lost. I got the husband's date of birth. Let me get the wife's date of birth. I'm so sorry. I just
[CUSTOMER][NEUTRAL] Oh my lord, I just lost it. One second, I apologize.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] I have a million things going on, uh, [PII], sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I need the name and date of birth please.
[CUSTOMER][NEUTRAL] Oh, [PII], date of birth [PII].
[AGENT][NEUTRAL] What is [PII]'s last name? I'm sorry.
[CUSTOMER][NEUTRAL] Oh [PII], I'm sorry.
[AGENT][NEUTRAL] OK, no problem, no problem, thank you, um, and you're calling for outpatient benefits, is that correct, please?
[CUSTOMER][NEUTRAL] Yes, yes, outpatient.
[AGENT][NEUTRAL] OK, great. OK, I can help you with that, DD, um, the policy shows effective for [PII] as of, excuse me, [PII], and it shows active. And for outpatient benefits, please note verification of benefits provided does not guarantee payment. Her benefits pay on a per day max up to $500.
[CUSTOMER][POSITIVE] $500 per day max. OK, thank you so much. Appreciate it. Uh thank you. Bye-bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. You're welcome.
[AGENT][POSITIVE] Thanks for calling