AccountId: 011433970860
ContactId: 1a565829-aaf3-4d20-ba1e-15da3e66eb5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158720 ms
Total Talk Time (AGENT): 76482 ms
Total Talk Time (CUSTOMER): 57663 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1a565829-aaf3-4d20-ba1e-15da3e66eb5e_20250203T14:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to get benefits for patients.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] I just see a group number. I don't see a policy number.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] At the bottom of the card, do you see an inpatient or outpatient benefit certificate number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Impatient, so it's 02.
[CUSTOMER][NEUTRAL] 585-575
[CUSTOMER][NEUTRAL] Mike Lima 7.
[AGENT][NEUTRAL] All right, thank you. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with those benefits for [PII]. I'm showing that his policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders Major Medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] So he came in for a sick visit.
[AGENT][NEUTRAL] Is it for an office or emergency room or?
[CUSTOMER][NEUTRAL] Yes, it's for office.
[AGENT][NEUTRAL] OK. So this policy is the only services covered in a doctor's office is for cancer treatment under this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, thank you, um, is there a reference number for this call?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it has been a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you that would be all [PII] thank you for your help.
[AGENT][POSITIVE] And thank you for calling APL. It's been a pleasure to assist you, [PII]. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.