AccountId: 011433970860
ContactId: fe0e18bb-2641-4943-b8e0-9a60772ea5d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195410 ms
Total Talk Time (AGENT): 77150 ms
Total Talk Time (CUSTOMER): 91978 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fe0e18bb-2641-4943-b8e0-9a60772ea5d1_20250327T14:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, my name is [PII]. I'm calling to get benefits on one of your patients.
[AGENT][POSITIVE] Sure, if I can assist you with that. I have a callback number for you that policy number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, her ID is 0205, I'm sorry, I'm sorry, 02505772 ML8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name again?
[CUSTOMER][NEUTRAL] [PII] 1 67.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Let me know when you're ready. Let me give you the correct policy number because the one you provided is terminated.
[CUSTOMER][NEUTRAL] Oh, that one's termed? OK, give me one second, let me get.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does it begin with 02 0 no that's the one I just gave you is it 01854.
[AGENT][NEUTRAL] No, it's 2608331.
[CUSTOMER][NEUTRAL] 2608331 does it have an ML 8 at the end?
[AGENT][NEUTRAL] Well, that doesn't matter, but it does.
[AGENT][NEUTRAL] You don't need to process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I know it doesn't matter, but in in the company I work for, they, they insist on it being there, so.
[AGENT][NEUTRAL] They want everything.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, and then that one became an effective one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And the outpatient.
[AGENT][NEUTRAL] This policy has outpatient benefits of $7900 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and of her 7900, has she used any of it?
[AGENT][NEGATIVE] She has not utilize any of her benefits for 25 either.
[CUSTOMER][POSITIVE] Perfect and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] How do I spell your name? I'm so sorry.
[AGENT][NEUTRAL] [PII]. You don't have to apologize for not knowing how to spell spell my name. It's my name. It's not yours.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you so much for being understanding. Some, some people do catch up.
[AGENT][NEUTRAL] No, I don't know why people be thinking that some people want you to just automatically know how to spell their name. It's not my name, it's your name.
[CUSTOMER][NEUTRAL] Uh, exactly, but some people get offended, so that's why I apologize ahead of time.
[AGENT][NEUTRAL] No, I'm not them. I'm not the type of people, but I'm not the type of people either.
[CUSTOMER][POSITIVE] It is a beautiful name though.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And your last name initial, if you could.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much for your help, [PII]. You're awesome thank you so much for everything.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APLA. You have a great day.
[CUSTOMER][POSITIVE] Thank you, the same to you, love. Take care.
[AGENT][NEUTRAL] OK, thanks, bye.