AccountId: 011433970860
ContactId: dd088c19-1220-4842-9d0b-e34487104699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172479 ms
Total Talk Time (AGENT): 70718 ms
Total Talk Time (CUSTOMER): 48423 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dd088c19-1220-4842-9d0b-e34487104699_20250616T17:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL my name is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I'm calling for benefits for a Gap Insurance.
[AGENT][NEUTRAL] I can help with that [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number please for the patient?
[CUSTOMER][NEUTRAL] 02481566
[AGENT][POSITIVE] I, I do apologize if you could please repeat that for me.
[CUSTOMER][NEUTRAL] 02481566
[AGENT][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I have that number pulled up and you're calling for benefits for her. Uh, would that be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and would this be for an office setting or a facility charge?
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] OK, I can help you with it certainly, um, she shows effective as of [PII]. This policy shows active as a secondary or supplemental.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided does not guaranteed payment. We will pay up to $3000 for the calendar year for covered services.
[CUSTOMER][NEUTRAL] Do you have an amount that has been met already or used?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me check that for you. I can certainly check that for you one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Currently for this year, she has used $600 even.
[CUSTOMER][NEUTRAL] OK perfect and [PII], may I have a call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers, but you can use my name in today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a beautiful day. You have a beautiful week.
[AGENT][POSITIVE] You as well, and you too thank you. I appreciate that thank you.
[AGENT][POSITIVE] Take care.
[CUSTOMER][POSITIVE] Bye, you're welcome.
[AGENT][NEUTRAL] Right.