AccountId: 011433970860
ContactId: 07841b7d-f828-4716-8cff-6e84a2f6db6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101400 ms
Total Talk Time (AGENT): 41879 ms
Total Talk Time (CUSTOMER): 40391 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/07841b7d-f828-4716-8cff-6e84a2f6db6d_20250512T14:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII]. I'm calling regarding a mutual patient. I'm just trying to check if by any chance his plan covers anything for specialist office visit.
[AGENT][POSITIVE] I'd be happy to assist with benefits today. um can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII]
[AGENT][POSITIVE] OK, and [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That will be 01545816 ML 8.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Now I do show this policy does not have benefits for treatment in an office or clinic setting unless the diagnosis is for cancer.
[CUSTOMER][POSITIVE] OK, OK, perfect. Sounds good thank you so much. I appreciate it. Can I obtain a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect. No, that should be it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.