AccountId: 011433970860
ContactId: e2e51996-075a-4c50-af13-0e83f67c97eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99989 ms
Total Talk Time (AGENT): 38272 ms
Total Talk Time (CUSTOMER): 43235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e2e51996-075a-4c50-af13-0e83f67c97eb_20250429T13:38_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. My name is [PII], and initial, my last name is [PII]. And I'm calling to check the benefit for an outpatient, please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 2543184.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for outpatient services?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This policy has been active, [PII], since [PII] and is currently active. This member has outpatient benefits of $1000 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect. So it's $1000 per calendar day?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Thank you, Ms. [PII]. May I have please the initial of your last name and a reference number please?
[AGENT][NEUTRAL] R for Romeo.
[AGENT][NEUTRAL] We don't provide reference numbers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] This is Central time.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII] have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Likewise bye bye.