AccountId: 011433970860
ContactId: e04960b3-5c6f-474b-9426-998d720f6fef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127860 ms
Total Talk Time (AGENT): 57906 ms
Total Talk Time (CUSTOMER): 54479 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e04960b3-5c6f-474b-9426-998d720f6fef_20250103T15:30_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] Hi [PII], good morning. Uh, my name is [PII]. I'm calling from Diagnostic Center of Miami. How are you doing today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking. I just need to uh verify benefits and eligibility for one of my patients please can you help me with that?
[AGENT][POSITIVE] I sure can. I'll be more than happy to help you with the benefits and eligibility.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[CUSTOMER][NEUTRAL] And I have a member ID like uh 02197544. I don't know if it is the correct member ID.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It sounds like it. Hold on one moment, getting ready to try it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yes, that's the correct policy number and thank you so much for verifying. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits did you want to go over?
[CUSTOMER][NEUTRAL] Uh, I'm looking for outpatient benefits.
[AGENT][NEUTRAL] OK, so for outpatient, the policy will pay up to $2000 for outpatient benefits per calendar year.
[CUSTOMER][NEUTRAL] $2000 per calendar year. All right, and uh your name is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I use this like a reference?
[AGENT][POSITIVE] Yes ma'am, you can.
[CUSTOMER][NEUTRAL] All right, and today's day, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much you have a wonderful day bye bye thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL and have a happy New Year and a good weekend.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, same to you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.