AccountId: 011433970860
ContactId: f87e8802-be2a-4dc1-a9ed-a92e68dd43c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130960 ms
Total Talk Time (AGENT): 56992 ms
Total Talk Time (CUSTOMER): 34836 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f87e8802-be2a-4dc1-a9ed-a92e68dd43c7_20250508T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um benefits for outpatient for you. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is uh.
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02304091.
[AGENT][NEUTRAL] OK, let me look that policy up.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] She does have an outpatient calendar year benefit of $9000 to help towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK and has she used any of that as of yet?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] No, ma'am, nothing's been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK perfect and then can I just have your name and a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.