AccountId: 011433970860
ContactId: 168a3aa3-3b0c-4db6-893a-0433d8e2093e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130229 ms
Total Talk Time (AGENT): 54534 ms
Total Talk Time (CUSTOMER): 51054 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/168a3aa3-3b0c-4db6-893a-0433d8e2093e_20250604T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to make sure this person is active.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] First initial of my last name is [PII].
[AGENT][NEUTRAL] You said [PII] or [PII]?
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do. I have 0228462.
[CUSTOMER][NEUTRAL] 4 ML.
[CUSTOMER][NEUTRAL] I'm thinking 8 because it's a physician's office visit specialist.
[AGENT][NEUTRAL] OK, and you were just needing benefits for office visit?
[CUSTOMER][NEUTRAL] Specialist offices if they have a copay.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Eligibility and co-pay, that's all I need.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[AGENT][NEUTRAL] If they have any services done in the doctor's office, now that would be covered, but not the actual office visit itself.
[CUSTOMER][NEUTRAL] And is it [PII] or [PII] at the end?
[AGENT][NEUTRAL] You don't even have to put that, just the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And may I get a car from number, [PII]?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's everything you have a great day.
[AGENT][POSITIVE] Thank you [PII] for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.