AccountId: 011433970860
ContactId: e91595ff-2c3a-4e4b-a525-d4c57f418a84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136720 ms
Total Talk Time (AGENT): 54301 ms
Total Talk Time (CUSTOMER): 39167 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e91595ff-2c3a-4e4b-a525-d4c57f418a84_20250625T18:50_UTC.wav
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[CUSTOMER][NEGATIVE] Jeez.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get benefits for a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] 02313132 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like it's an old policy number. Let me pull up for a new one. Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so, uh, her policy number is 246.
[AGENT][NEUTRAL] 7740.
[AGENT][NEUTRAL] Uh, this policy is effective and active [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need benefits for outpatient or inpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, outpatient.
[AGENT][NEUTRAL] Outpatient, OK.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Let me get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, for outpatient benefits, there is a coverage of 8500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, and has she used any of that for this year yet?
[AGENT][NEUTRAL] Uh, she has not used anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you give reference numbers?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII], and today's date. Anything else I can help with today?
[CUSTOMER][POSITIVE] OK, that was all. Thank you so much.
[AGENT][POSITIVE] Hey, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.