AccountId: 011433970860
ContactId: f586d3ea-1b49-4ee3-82dd-b1ae447d0785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94190 ms
Total Talk Time (AGENT): 40968 ms
Total Talk Time (CUSTOMER): 30511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f586d3ea-1b49-4ee3-82dd-b1ae447d0785_20250508T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, sir? My name's [PII]. Last name initial S [PII]. I was giving you a call to see if you can help me obtaining outpatient benefits for a mutual patient.
[AGENT][POSITIVE] Yeah, absolutely. Happy to check on outpatient benefits. What's their policy number?
[CUSTOMER][NEUTRAL] Yes, it is going to be 025.
[CUSTOMER][NEUTRAL] 17,200 ML 8.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Patient is active. Effective date on here is [PII]. We are the secondary, so this covers deductible, co-pay, co-insurance, the primary does not, and the patient's outpatient benefits on this are per calendar day. Uh, their max is 750.
[CUSTOMER][POSITIVE] Per day. OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I please have uh your last name initial and your reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Initial to my last name is [PII]. Call reference is my name with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.