AccountId: 011433970860
ContactId: 173bd62e-8859-4f54-b2e2-a83923656232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146339 ms
Total Talk Time (AGENT): 71277 ms
Total Talk Time (CUSTOMER): 53777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/173bd62e-8859-4f54-b2e2-a83923656232_20250218T16:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Doctor [PII]'s office. Um, I was just looking to request benefits and eligibility for mutual patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's spelled [PII], I excuse me, [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It looks like 01719419.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is spelled [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right, and you say you need eligibility and benefits and what type of services being rendered for benefits?
[CUSTOMER][NEUTRAL] Orthopedic specialists.
[CUSTOMER][NEUTRAL] Office visit?
[AGENT][NEUTRAL] 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. We have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And with this one, see.
[AGENT][NEUTRAL] We do not cover office on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doesn't cover office visits.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect. Alright, and is it possible to obtain a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please, the spelling.
[AGENT][NEUTRAL] OK, sure. That's S as [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, it's good to see.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mhm