AccountId: 011433970860
ContactId: 1df80e63-4fdc-49c9-bfde-d2cd092096af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127739 ms
Total Talk Time (AGENT): 68912 ms
Total Talk Time (CUSTOMER): 35052 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1df80e63-4fdc-49c9-bfde-d2cd092096af_20250415T17:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling to check eligibility for a member, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII], no extension.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02486188
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, for an office visit specialty.
[AGENT][POSITIVE] Thank you. This member's policy has been active since.
[AGENT][NEUTRAL] [PII] and it's currently active in.
[AGENT][NEUTRAL] She does not have benefits for office visits?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] However, she does have the treatment received in the office files under her outpatient benefits and it's covered at $600 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. And when I say the treatment received in the office, meaning that say if she goes to an office, but there's treatment being performed like she get a CT scan or a pap smear or.
[AGENT][NEGATIVE] Some she's being treated for something, they never be covered. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you for your help, Sha.
[AGENT][POSITIVE] You're welcome. We don't provide reference numbers, but you can use my name and today's date as a reference, [PII] and today's date. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] If you
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye.