AccountId: 011433970860
ContactId: 1f5571d2-f1ac-46f2-9055-051930a37919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117529 ms
Total Talk Time (AGENT): 63221 ms
Total Talk Time (CUSTOMER): 38741 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1f5571d2-f1ac-46f2-9055-051930a37919_20250227T16:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking. Do you I have a provider on the phone. He's calling to verify office visit benefits for HI policy. Now I'm looking on there and I can read the policy. However, I'm not, I'm not showing where like the office visits are covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] I give you a policy number to look at.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 750467
[AGENT][NEUTRAL] Thomas Pear.
[CUSTOMER][NEUTRAL] Uh, is this the, is office visit benefits the one on the outpatient sickness benefit rider?
[AGENT][NEUTRAL] Yes, it would be.
[CUSTOMER][NEUTRAL] But what is the benefit amount though?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] See, this one, it has a 1 there, so it's most likely $50. Let me look at the actual policy. Yeah, when it, but that dollar, um, is usually the, the lower benefit.
[CUSTOMER][NEUTRAL] 5011.
[AGENT][NEUTRAL] Uh, let me look on the schedule page here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh wait, hold on, which policy is this the HR 45.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] See if they made some changes to this.
[AGENT][NEUTRAL] Was it
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] Hm, what is the whole policy certificate?
[AGENT][NEUTRAL] OK, let's see what this one has here.
[AGENT][NEUTRAL] OK, so it looks like, no, theirs is not $50 it's $25. I see the most updated schedule page. So yeah, that one is $25. They get 5 visits per calendar year. Yeah, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her calendar year. OK. All right, I'll let him know. Thank you, [PII].
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You too bye.