AccountId: 011433970860
ContactId: fac3643e-5939-405b-8d1a-8342e9a1c6c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156059 ms
Total Talk Time (AGENT): 60303 ms
Total Talk Time (CUSTOMER): 76502 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fac3643e-5939-405b-8d1a-8342e9a1c6c6_20250210T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to obtain benefits for a member.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] Yeah, uh, yeah. My name is [PII].
[AGENT][NEUTRAL] And [PII], is this for um service in a doctor's office?
[CUSTOMER][NEUTRAL] This is going to be for outpatient surgery in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have is 02450022ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh it is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, there's the air.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Rearrange this uh in the future.
[AGENT][NEUTRAL] [PII], let me give you the current policy number, the one you gave me is no longer active.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, one moment.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] That number is 249.
[CUSTOMER][NEUTRAL] No she's got to be very early on Friday.
[AGENT][NEUTRAL] 7671.
[CUSTOMER][NEUTRAL] And are you ready on Friday.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] on Friday.
[AGENT][NEUTRAL] Policy is active at this time.
[CUSTOMER][NEUTRAL] And I.
[AGENT][NEUTRAL] And we're checking for outpatient facility. I have that information?
[CUSTOMER][NEGATIVE] Yeah she doesn't have time to call.
[AGENT][NEUTRAL] The benefit is up to $7900.
[AGENT][NEUTRAL] That's per calendar year.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment, and I do not show any of that benefit used at this time.
[CUSTOMER][NEUTRAL] sort of one.
[CUSTOMER][NEUTRAL] Is that and she
[CUSTOMER][NEUTRAL] OK. So full amount available. OK. Uh, perfect. And um can I just have your, a call reference number? Do you provide those?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference T as in Tom.
[AGENT][NEUTRAL] Oh, NYA.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And first initial last name is [PII]?
[CUSTOMER][POSITIVE] Oh, OK, perfect. Thank you so much for your help. Thank you. Bye-bye.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.