AccountId: 011433970860
ContactId: f1e3b4e1-3aa5-454d-9cd5-f99945a3e6ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104610 ms
Total Talk Time (AGENT): 46302 ms
Total Talk Time (CUSTOMER): 34547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f1e3b4e1-3aa5-454d-9cd5-f99945a3e6ed_20250430T17:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 021-75475ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] What's the outpatient benefits max and what's remaining?
[AGENT][NEUTRAL] So the outpatient benefit is up to $500 per calendar day?
[CUSTOMER][NEUTRAL] OK, so 500 per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, is there a reference number to the call?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That's it, thank you, bye.
[AGENT][NEUTRAL] Bye bye.