AccountId: 011433970860
ContactId: 013eda59-414c-42c3-a2f0-c9fce2200a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126279 ms
Total Talk Time (AGENT): 56648 ms
Total Talk Time (CUSTOMER): 40381 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/013eda59-414c-42c3-a2f0-c9fce2200a43_20250325T19:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am, I was calling to get benefits on a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Miss [PII], you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] Yes, uh, the facility is, uh, Schlacker County Family Clinic.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] option 2.
[AGENT][NEUTRAL] OK, thank you and what's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 02598344.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][POSITIVE] OK, perfect, thank you. And what type of service is it for an office visit?
[CUSTOMER][NEUTRAL] Office visit?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our unlimited hospital indemnity plan. With this one, we cover office visit at $50 per visit, maximum of 4 visits per cover person per calendar year.
[CUSTOMER][POSITIVE] Alrighty, yes ma'am, that is all I needed to know.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Yes ma'am have a good day.
[AGENT][NEUTRAL] You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] You're welcome.