AccountId: 011433970860
ContactId: 213ab2fb-a675-4e01-b48d-5a70015ad997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147830 ms
Total Talk Time (AGENT): 71193 ms
Total Talk Time (CUSTOMER): 81959 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/213ab2fb-a675-4e01-b48d-5a70015ad997_20250318T13:53_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] Yes, ma'am. I'm calling from a provider's office. Um, I just need to check if the patient has uh medical benefits with APL.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It is gonna be 02220053.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it'll be my pleasure to help you with the eligibility and benefits for Roque. I'm showing that this policy is active.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] Effective date is [PII]. This is a secondary gap policy to her major medical insurance. It does provide benefits for sickness or injury.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, how about for um elective procedures?
[AGENT][NEUTRAL] And now, elective procedures are not covered unless it is for a sickness or an injury.
[CUSTOMER][NEUTRAL] Sickness or injury, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's not cover.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So it's only for sickness or injury, correct? So no like the procedures or any type of surgery that she's uh having beforehand.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Without, that's right. With a um sickness diagnosis.
[CUSTOMER][NEUTRAL] OK, alright, that is fine. Do you guys provide reference numbers, ma'am?
[AGENT][NEUTRAL] Selected, I'm sorry, reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[AGENT][POSITIVE] It's been such a pleasure to assist you with those benefits, [PII]. Thank you for calling APL. If there's nothing else I can help you with, I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.