AccountId: 011433970860
ContactId: da67f166-5713-4ee1-a484-c57c147bac8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127589 ms
Total Talk Time (AGENT): 66815 ms
Total Talk Time (CUSTOMER): 32390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/da67f166-5713-4ee1-a484-c57c147bac8f_20250313T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Hi, I need a patient eligibility and benefits on a gap policy.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I have a good contact number? I'm sorry, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02249424.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I, well, I'll start and say the um policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I know if it's inpatient or would it be considered outpatient for the benefits you want me to look for?
[CUSTOMER][NEUTRAL] Our paycheck.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatients, the policy will pay up to $7000 per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEGATIVE] Um, so far for [PII], none of the benefits have been used.
[CUSTOMER][NEUTRAL] OK, um, can I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.