AccountId: 011433970860
ContactId: 197f40e4-aa0f-402a-95f1-07d95a611df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87050 ms
Total Talk Time (AGENT): 41722 ms
Total Talk Time (CUSTOMER): 48843 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/197f40e4-aa0f-402a-95f1-07d95a611df2_20250206T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from Doctor [PII]'s office calling to verify eligibility on a patient.
[AGENT][POSITIVE] OK. Thank you. And I apologize. May I have your name again?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your callback number if we are disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Sorry, 02465381 M as in Mary, L as in Larry, the number 7.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, thank you so much and no problem. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for the information, [PII], and you're calling to check for eligibility and office visit benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah, is this for only for hospital or does this cover primary care physician visits too?
[AGENT][NEUTRAL] Let me check that for you one moment.
[CUSTOMER][NEUTRAL] It's an error, so I just wanted to repeat it in a week but put all that other stuff in, OK.
[AGENT][NEUTRAL] And I apologize, the member does not have the benefit to cover for an office visit fee with a PCP or a specialist.
[CUSTOMER][NEUTRAL] So this is just for hospital.
[AGENT][NEUTRAL] ER visits, urgent care, yes, but not.
[CUSTOMER][POSITIVE] OK, OK, alright, thank you very much have a great day you too thank you you're welcome bye bye.
[AGENT][NEUTRAL] Offices it's
[AGENT][POSITIVE] You as well. Thank you for calling AP Lisa. Take care.