AccountId: 011433970860
ContactId: 08bdd04b-7e7e-468d-9660-c4ae4b645999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75410 ms
Total Talk Time (AGENT): 31520 ms
Total Talk Time (CUSTOMER): 44400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/08bdd04b-7e7e-468d-9660-c4ae4b645999_20250130T17:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a quick question for HR policies, do you need, you want to look at the policy?
[AGENT][NEUTRAL] OK, yeah, what's the policy number?
[CUSTOMER][NEUTRAL] OK, it's um 259-288-2.
[AGENT][NEUTRAL] OK, what's going on?
[CUSTOMER][NEUTRAL] So it's a specialist office, but they do substance abuse. I wasn't sure if the specialist is included under the physician office.
[AGENT][NEGATIVE] Yeah, there's no, um, it doesn't matter if it's primary care or specialist. It doesn't matter, but it's, if it's substance abuse, it's not gonna be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The substance.
[CUSTOMER][NEUTRAL] OK. Thank you, that's all I needed because I, I knew this the um the specialist was considered with the physician office, but that's the substance part. I was like, wait a minute, and I didn't see anything in the exclusions, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, it's non-covered. Uh, do you have access to the RERMI screen?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you look at DH 0057.
[AGENT][NEUTRAL] That's the remark code we would use.
[CUSTOMER][POSITIVE] OK, well thank you very much. I appreciate you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] All right bye bye.