AccountId: 011433970860
ContactId: 0cf2c47c-f231-435e-b5db-191b07710f7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147320 ms
Total Talk Time (AGENT): 61272 ms
Total Talk Time (CUSTOMER): 49396 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0cf2c47c-f231-435e-b5db-191b07710f7b_20250108T17:17_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. I just need to double check that a patient is still active with your with your plan.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02467419
[AGENT][NEUTRAL] OK, thank you, one moment, let me put this information.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you. OK, Ms. [PII], um, you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, so he's
[CUSTOMER][NEUTRAL] And his benefits are, would they still be the same as last year?
[AGENT][NEUTRAL] I can check to make sure.
[CUSTOMER][NEUTRAL] Like you guys
[CUSTOMER][NEUTRAL] That you don't pay anything towards office visits, but you guys will cover up to $5000 in outpatient services and that includes anything done in the doctor's office as well.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] And that is correct, yes. Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] No. Um, can I have your name again, please?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK honey thank you so much I appreciate it.