AccountId: 011433970860
ContactId: faafc0d5-abf9-4964-9652-0c33027ec542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116620 ms
Total Talk Time (AGENT): 68183 ms
Total Talk Time (CUSTOMER): 34418 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/faafc0d5-abf9-4964-9652-0c33027ec542_20250416T22:03_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, hi, this is [PII] calling with Ba this outpatient. I'm calling in reference to a mute outpatient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] Sure, I can check those outpatient benefits for you. Uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02565866.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and then of course I will let you know verification of coverage is not a guarantee of payment for claims and so their outpatient benefit is $8500 max per calendar year.
[AGENT][NEUTRAL] And if you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEGATIVE] OK, so, uh, none of that benefit has been used so far this year.
[CUSTOMER][POSITIVE] Beautiful. The last thing I may need is gonna be the initial of your last name and the reference number for today.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] No, that will be everything for today. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.