AccountId: 011433970860
ContactId: 20d45688-a4b0-4873-9f76-293478c3a46a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124389 ms
Total Talk Time (AGENT): 42518 ms
Total Talk Time (CUSTOMER): 57466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/20d45688-a4b0-4873-9f76-293478c3a46a_20250318T14:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I am trying to verify um secondary benefits for a member.
[AGENT][NEUTRAL] OK, [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] I do it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 148.
[CUSTOMER][NEUTRAL] 1848.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And were you needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just calling to see um to verify that the, uh, coverage was active and what the secondary benefit is.
[AGENT][NEUTRAL] OK. Is this for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] I apologize. This would be for a specialist office visit.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] The actual office visit itself is not covered, but if they have any services done in the doctor's office, it would be covered under their outpatient benefit.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, just have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Mhm thank you goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.