AccountId: 011433970860
ContactId: fe8b3347-a678-4d34-b604-9361e0d5cad9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159679 ms
Total Talk Time (AGENT): 77808 ms
Total Talk Time (CUSTOMER): 52450 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/fe8b3347-a678-4d34-b604-9361e0d5cad9_20250416T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Hi.
[CUSTOMER][NEUTRAL] Hi, hi, sorry, uh, my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good Een how are you?
[CUSTOMER][NEUTRAL] I'm good. I was just calling to find the medical coverage for a gap insurance for one of your members.
[AGENT][NEUTRAL] OK, I can assist with that. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] 2300517 ML 8.
[AGENT][POSITIVE] Thank you very much. I'm just going to repeat that to confirm. I have that as 02300517 ML8.
[CUSTOMER][NEUTRAL] Uh, it's 230-051-7 ML8.
[AGENT][NEUTRAL] OK, thank you very much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for benefits for outpatient. Give me one second please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now with this particular policy it shows it termed as of [PII]. If you would just bear with me, let me check to see if there's an active policy please for this member. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And thank you for your patience. I was able to locate an active policy. Let me provide the information to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it is 2506891 ML.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for outpatient benefits, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with this policy, it shows effective as of [PII]. Um, please note verification of benefits provided does not guarantee payment. We pay up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day? Alright then $3000.
[AGENT][NEUTRAL] 3000, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I just need a reference number for the call if there is one please.
[AGENT][NEUTRAL] You're welcome. We do not provide reference numbers. You can use my name [PII] last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] OK, thank you so much [PII] you've been a great help.
[AGENT][POSITIVE] You're welcome. Thank you so much, [PII]. You have a great day. Thanks for calling APL. Take care.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] Bye.