AccountId: 011433970860
ContactId: 1e047179-cac2-4f1a-8945-719c8059e726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109339 ms
Total Talk Time (AGENT): 47450 ms
Total Talk Time (CUSTOMER): 32388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1e047179-cac2-4f1a-8945-719c8059e726_20250619T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I just wanna check benefits for one of our patients. I'm calling from a doctor's office.
[AGENT][NEUTRAL] OK, not a problem. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02585183.
[AGENT][NEUTRAL] All right. And then if I can just get your name and a callback number for documentation, please.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, [PII] is active. Effective date on the policy is [PII] or the members secondary insurance, so this would cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] So you said it covers deductible and copays?
[AGENT][NEUTRAL] Uh-huh, and co-insurance, correct.
[CUSTOMER][NEUTRAL] And and coin insurance.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I have your name and a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], which is [PII] my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye.