AccountId: 011433970860
ContactId: e2df5f01-6f56-470e-bcb4-1616dd637e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100440 ms
Total Talk Time (AGENT): 48931 ms
Total Talk Time (CUSTOMER): 38557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e2df5f01-6f56-470e-bcb4-1616dd637e84_20250312T13:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] I'm looking to verify eligibility and benefits for a member's gap policy.
[AGENT][NEUTRAL] OK, is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] And this would be for a facility outpatient.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] This is 02595302 ML8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I have here [PII] is the date of birth of [PII].
[AGENT][POSITIVE] OK. Thank you for verifying that for me, [PII].
[AGENT][NEUTRAL] I have the effective date here for you. I'm showing it is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said outpatient facility?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm showing that the maximum outpatient benefit is up to $500 that is per calendar day.
[AGENT][NEUTRAL] And any information provided is verification of benefits, not a guarantee of payment. And did you have any other questions we can help out with today?
[CUSTOMER][NEUTRAL] Uh, it should be good if I may just have a reference number for this call.
[AGENT][NEUTRAL] You use my name in today's date as your reference. [PII] and first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Excellent then [PII]. Well thank you so much for your time. I really appreciate it and hope you have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Alright bye bye now thank you.