AccountId: 011433970860
ContactId: da4698fc-2d86-4a8c-9067-fb31ffb58222
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135979 ms
Total Talk Time (AGENT): 67801 ms
Total Talk Time (CUSTOMER): 33839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/da4698fc-2d86-4a8c-9067-fb31ffb58222_20250516T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII]. I'm calling from the diagnostic Center of Miami. I need to get benefits on a patient please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] option 4.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01672566 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Of [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, some diagnostic testing.
[AGENT][NEUTRAL] In an outpatient facility?
[CUSTOMER][NEUTRAL] Uh, yes, not in a hospital-based facility. Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for the outpatient, the policy will pay up to $1250 per calendar year. Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like me to see if any has been used of that total?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so they use $325.44. She has $924.56 left for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're very welcome. And again, all the information provided was a verification of benefits, not a guarantee of payment. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a great day bye bye.
[AGENT][POSITIVE] You're welcome. You too, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.