AccountId: 011433970860
ContactId: 1de78950-3b6d-4ca4-a8eb-0973deaad6ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149899 ms
Total Talk Time (AGENT): 67172 ms
Total Talk Time (CUSTOMER): 41443 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1de78950-3b6d-4ca4-a8eb-0973deaad6ad_20250205T16:43_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. I need eligibility and benefits.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02583627 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hi [PII], I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her major medical coverage.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] I need office visit and ultrasound done in office.
[AGENT][NEUTRAL] All right, thank you. Now, with this plan, [PII], the only services covered in a doctor's office is for cancer treatment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Only cancer treatment?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now, she does have diagnostic testing in an outpatient facility that is covered, but not in the doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, only cancer. OK, give me one sec.
[CUSTOMER][NEUTRAL] Not in a doctor's office. OK. Thank you so much. Can I have a reference number for the call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] It's my pleasure and thank you for calling APL. I hope you have a wonderful day as well, [PII]. Thank you for calling. Take care.
[CUSTOMER][POSITIVE] Mhm thank you bye bye.