AccountId: 011433970860
ContactId: e43c98f5-a130-434e-8d75-de939b1a7a9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159300 ms
Total Talk Time (AGENT): 77827 ms
Total Talk Time (CUSTOMER): 52911 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e43c98f5-a130-434e-8d75-de939b1a7a9b_20250326T13:15_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][POSITIVE] Hi, good morning, [PII]. My name is um [PII], and I'm trying to get benefits for a member.
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um, the policy is 01867051 Mary Larry number 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And it is um [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with those benefits for [PII]. I'm showing her policy is active. Effective date is [PII], I'm sorry, that's her date of birth. I'm so sorry. He.
[CUSTOMER][NEUTRAL] It's fine mhm.
[AGENT][NEUTRAL] Effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to her major medical.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What type of benefits are you needing?
[CUSTOMER][NEUTRAL] It's for outpatient surgery.
[AGENT][NEUTRAL] OK, she does have outpatient coverage. The maximum per calendar day is $500 and that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, $500 so has she used that $500 yet?
[AGENT][NEUTRAL] So that is a per calendar day benefit.
[CUSTOMER][NEUTRAL] Oh, OK, so it's per day.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, can I have a reference card number, the first initial to your last please?
[AGENT][NEUTRAL] Yes, the reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help then you have a great day.
[AGENT][POSITIVE] My pleasure to assist you with those benefits. Thank you for calling APL Janet, and I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.