AccountId: 011433970860
ContactId: 302ea987-deb1-4df2-a3b2-54a3b7db4368
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131250 ms
Total Talk Time (AGENT): 56019 ms
Total Talk Time (CUSTOMER): 52098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/302ea987-deb1-4df2-a3b2-54a3b7db4368_20250226T17:50_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is, uh, [PII] calling from La Casa Family Health Center, and I'm calling because I'm trying to be eligibility and benefits for a patient. This be seen today.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy, it is 02582311.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. It will be [PII].
[AGENT][POSITIVE] OK, thank you so much. One moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth, give me just a quick second, let me bring it up.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, showing her effective date is [PII]. She is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Um, she is just having a, um, office visit for, um, she's been seen for just, uh, flu-like symptoms.
[AGENT][NEUTRAL] OK. Well, um, under her policy, office visits are not covered. Uh, the type of policy she has is a limited indemnity plan and it only covers for inpatient confinement as far as facilitating.
[CUSTOMER][NEUTRAL] OK, so it wouldn't cover for this visit?
[AGENT][NEUTRAL] No, ma'am, office visits are not covered under the policy.
[CUSTOMER][POSITIVE] OK. All [PII]. I'll let her know, ma'am. Thank you so much.
[AGENT][NEUTRAL] You are welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that will be it, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah