AccountId: 011433970860
ContactId: 0f5ac071-f9c4-414e-9961-f399ec5bab48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132500 ms
Total Talk Time (AGENT): 67519 ms
Total Talk Time (CUSTOMER): 44264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0f5ac071-f9c4-414e-9961-f399ec5bab48_20250303T15:11_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, good morning. My name's [PII]. I'm calling from Urology Specialty care. Just need to get some benefits for a specialist office visit for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with office visit benefits and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course it is 02205374 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. All right, and 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 secondary supplemental plan to the major medical, um, with this one office is not covered. This is only for outpatient facilities, hospital, urgent care, ER visits, no office.
[CUSTOMER][NEUTRAL] Office on the procedures.
[AGENT][NEUTRAL] Outpatient facilities, no office.
[CUSTOMER][NEUTRAL] Does it cover procedures in an office?
[AGENT][NEGATIVE] No. Not with this one.
[CUSTOMER][NEGATIVE] So it doesn't have any uh it doesn't have any office benefits.
[AGENT][NEGATIVE] No, this one doesn't have any office benefits.
[CUSTOMER][NEUTRAL] OK, can I just get your name once again and a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's name.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help. I hope you have a great day.
[AGENT][POSITIVE] You so Mrs. and thank you for calling APO. Have a good week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye bye.