AccountId: 011433970860
ContactId: e0ab9c67-9ae0-4b79-9166-7277fbbd0548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118019 ms
Total Talk Time (AGENT): 58510 ms
Total Talk Time (CUSTOMER): 55093 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e0ab9c67-9ae0-4b79-9166-7277fbbd0548_20250129T16:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning. I was calling to get benefits from your one of your members.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and the call back number and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My direct number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the member's policy number says 02555948.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, we are a diagnostic facility. We call diagnostic Center of Miami. Sorry, yes.
[AGENT][NEUTRAL] This member's policy.
[AGENT][NEUTRAL] You're fine. This member's policy has been active since [PII] and is currently active. Diagnostic services will be covered under the outpatient benefits of $3000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect. Does she have any of the $3000 left?
[AGENT][NEGATIVE] She, the benefits started on [PII] and she has no benefits. She has not utilized any of her benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No use
[CUSTOMER][NEUTRAL] OK, and your name? I'm so sorry, I didn't catch it.
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference Eva because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] No, I know. Your last name initial, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, by the way, off topic, but that is a very beautiful name. I really like your name.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome. You're welcome, my dear. Well, thank you so much for your help. You have a lovely day, stay safe.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you so much bye bye.