AccountId: 011433970860
ContactId: e97988e1-1ddb-4267-a83f-57a6884878bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107569 ms
Total Talk Time (AGENT): 51186 ms
Total Talk Time (CUSTOMER): 41438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e97988e1-1ddb-4267-a83f-57a6884878bf_20250602T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon, [PII]. My name is [PII]. Uh, my last name initial is [PII] I'm calling today just to get outpatient benefits for a mutual patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] That's gonna be 02450104 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that'd be [PII] that our direct line?
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much. Uh, Ms. [PII], I'm showing her effective date is [PII]. She is active on the policy and you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification coverage. With this policy, we pick up what primary applies towards deductible, co-pay, or co-insurance, and she has an outpatient benefit up to $750 per calendar day.
[CUSTOMER][POSITIVE] day. OK, perfect. Thank you so much for that, [PII]. If you could just provide me your last name initial and a reference number to this call.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, that'll be all for today. Thank you so much, [PII]. I hope you have a great rest of your day today.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.