AccountId: 011433970860
ContactId: f0bf389a-5f60-489b-bb9d-33bb75f20313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198339 ms
Total Talk Time (AGENT): 53590 ms
Total Talk Time (CUSTOMER): 41890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f0bf389a-5f60-489b-bb9d-33bb75f20313_20250612T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] 681.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She's right there in the chairs, OK?
[AGENT][NEUTRAL] It is an old policy. Let me get the new one pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, the current policy number is 218.
[AGENT][NEUTRAL] 976 9.
[CUSTOMER][NEUTRAL] Sorry, give me one second, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, 218.
[AGENT][NEUTRAL] 2189769.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And was this for outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient mhm.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[AGENT][NEUTRAL] Um, the policy is effective [PII] currently active. This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, outpatient benefit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We have 2500 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's what they have remaining that's the full amount.
[AGENT][NEUTRAL] Uh yes, I don't show anything used.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII], and first initial and last name is [PII]. Reference would be my name and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Have you too bye bye.