AccountId: 011433970860
ContactId: f86914c5-cee1-4e06-bcbd-f438e000c218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161839 ms
Total Talk Time (AGENT): 62242 ms
Total Talk Time (CUSTOMER): 59529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f86914c5-cee1-4e06-bcbd-f438e000c218_20250505T18:05_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, my name is [PII]. I'm calling from Bass of [PII].
[CUSTOMER][NEUTRAL] I'm calling on behalf of a patient um who is getting a well she's she has an account for her maternity delivery, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wanted to find out uh her inpatient benefits with this plan.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the inpatient benefits and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, so the good callback number for me would be the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, so the policy number is 02022166ML7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, yeah, sorry.
[CUSTOMER][NEUTRAL] The first name is [PII] last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let me see what type of benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So for inpatient, the policy will pay up to $3500 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if anything has been used for [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far she has not used any of the benefits for [PII].
[CUSTOMER][NEUTRAL] OK perfect and that's for the inpatient benefits, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect. OK, great. That's all I wanted to find out. um, can I just get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and again, that's [PII], first initials and my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and today there right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.