AccountId: 011433970860
ContactId: fd013843-aa22-4bb7-a478-a55aac5de310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120650 ms
Total Talk Time (AGENT): 62199 ms
Total Talk Time (CUSTOMER): 32330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/fd013843-aa22-4bb7-a478-a55aac5de310_20250528T13:24_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits, remember?
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02455544.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [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].
[AGENT][NEUTRAL] And hold on one moment, let me pull up the benefits.
[CUSTOMER][NEUTRAL] Uh, it's not you.
[AGENT][NEUTRAL] And for outpatient, the policy will pay up to $5000 per person per calendar year. Did you want me to see if any has been used for [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far for [PII], um, she has not used any of the benefits.
[CUSTOMER][NEUTRAL] OK perfect and then can I have a reference for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initials and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that'll be all have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APO you also bye bye.
[CUSTOMER][NEUTRAL] OK.