AccountId: 011433970860
ContactId: 2b93071c-c84d-4366-951c-39f26d874fda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115699 ms
Total Talk Time (AGENT): 58959 ms
Total Talk Time (CUSTOMER): 34677 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2b93071c-c84d-4366-951c-39f26d874fda_20250410T13:24_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] Good morning, [PII]. My name is [PII]. That's [PII] I'm calling regarding benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. The phone number is [PII] and the patient's ID is [PII] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, specialist office visit?
[AGENT][NEUTRAL] OK, um, so the policy itself does not have like any in-office coverage, but they do have the office treatment rider, which any treatment in the office could be covered up to $750 per day, as long as it's not cosmetic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nothing else right now.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.