AccountId: 011433970860
ContactId: 18d0f0b9-7283-403b-9ac8-7911f31dfa24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130589 ms
Total Talk Time (AGENT): 60454 ms
Total Talk Time (CUSTOMER): 35572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/18d0f0b9-7283-403b-9ac8-7911f31dfa24_20250312T14:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to get um benefits on a patient.
[AGENT][POSITIVE] I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]? OK. And you said you're checking for benefits, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is this an office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 02487944.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. And so we're checking eligibility. I'm showing that date is [PII]. This policy is active and then an office visit benefit.
[AGENT][NEUTRAL] Under this policy, the physician fee is not covered. Um, I do show there is an uh treatment writer, which means that if there's treatment during the office visit, covered items can be considered under the outpatient benefit. And so did you need that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't, it's just for office visits, so no treatment or anything, um.
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] So she would pay her her primary insurance's co-payment.
[AGENT][NEGATIVE] Yeah, the physician fee is not covered under this policy.
[CUSTOMER][NEUTRAL] Got you. OK, alrighty, that's all I would need um do you have a reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's date, [PII] and then first initial last name is [PII].
[CUSTOMER][POSITIVE] Alrighty I sure appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.