AccountId: 011433970860
ContactId: 1419616a-b556-47ff-b139-e4fb494ae989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112319 ms
Total Talk Time (AGENT): 41611 ms
Total Talk Time (CUSTOMER): 32445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1419616a-b556-47ff-b139-e4fb494ae989_20250505T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Austra. I'd like to get eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Office number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] I do, it's 02132274.
[AGENT][NEUTRAL] And you have got patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And is this for outpatient benefits or?
[CUSTOMER][NEUTRAL] It's for a primary care office visit.
[AGENT][NEUTRAL] It looks like the policy is effective [PII]. It's currently active, and this is not a guarantee of payment. It's a basic outline of the policy. Let me get that pulled up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, looks like they have a benefit of $50 maximum payable, and that's 2 calendar days per year.
[CUSTOMER][NEUTRAL] And you show this is a supplement?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] That's my name, [PII], first initial [PII] last name [PII], and today's date. Anything else I can help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no, thank you so much, [PII], have a nice afternoon.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.