AccountId: 011433970860
ContactId: e485e16b-85f2-4a0b-8095-78541861f517
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162759 ms
Total Talk Time (AGENT): 45101 ms
Total Talk Time (CUSTOMER): 51549 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e485e16b-85f2-4a0b-8095-78541861f517_20250423T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm looking to verify eligibility and benefits for members gap policy.
[AGENT][POSITIVE] Hey, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 02510864.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so that is I have here [PII] with the date of birth of [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, show the policy effective [PII] policy is active.
[AGENT][NEUTRAL] And let me get the benefits pulled up. It's not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I can check too
[AGENT][NEUTRAL] And it's for outpatient services.
[CUSTOMER][POSITIVE] OK. Correct, yes.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Um, outpatient services, they have a $2000 per calendar year maximum.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] $2000 maximum.
[CUSTOMER][NEUTRAL] Get
[AGENT][NEUTRAL] Did you need to check on anything else?
[CUSTOMER][POSITIVE] Oh yes, if I may have the accumulation for that please.
[AGENT][NEUTRAL] Oh, OK. Uh, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like we have paid, let me see and make sure this is the right person.
[AGENT][NEUTRAL] Uh, looks like they haven't used anything this year.
[CUSTOMER][POSITIVE] Excellent and [PII] should be all for now. May I just have a reference number for this call?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] Excellent then well thank you so much for your time I really appreciate it and hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Alright bye bye now.