AccountId: 011433970860
ContactId: 296935a8-268d-4782-98f6-5886a229c324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147600 ms
Total Talk Time (AGENT): 40444 ms
Total Talk Time (CUSTOMER): 54740 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/296935a8-268d-4782-98f6-5886a229c324_20250409T15:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me OK? I've got jobs.
[AGENT][POSITIVE] Yes, absolutely, I can hear you.
[CUSTOMER][NEUTRAL] OK, I'm calling to verify benefits on a patient that we have coming into our office today.
[AGENT][NEUTRAL] OK, [PII], I can help you with this.
[CUSTOMER][NEUTRAL] Um, the, uh, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 024.
[CUSTOMER][NEUTRAL] 56437
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, it's for office visit.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, so there's no benefit for office visit itself, but, uh, treatment and procedures performed in the office, and there's a benefit of $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, this would be for um.
[CUSTOMER][NEUTRAL] Or so
[CUSTOMER][NEUTRAL] So it would be a specialist, would that still.
[CUSTOMER][NEGATIVE] No benefit for office visit.
[AGENT][NEGATIVE] No benefit for office visit, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. So this would be basically for any kind of procedure that she would have done either outpatient or in the hospital.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, do you have a call reference number for a call?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. You have a blessed day.
[AGENT][POSITIVE] Thank you. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.