AccountId: 011433970860
ContactId: e14779fe-e750-449a-948b-1ad92fffb39f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122589 ms
Total Talk Time (AGENT): 62621 ms
Total Talk Time (CUSTOMER): 36305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e14779fe-e750-449a-948b-1ad92fffb39f_20250606T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02443492 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy and you say you're needing outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with major medicals, deductible, co-pay, and or co-insurance, and she has a benefit max up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] OK and um can you tell me the accumulations for that as of now?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't show she's used any benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have um your name and a reference number for the call please?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII], and as far as reference number, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.