AccountId: 011433970860
ContactId: 31b4bfeb-d244-4134-9a43-2bb4dc20e197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155990 ms
Total Talk Time (AGENT): 44982 ms
Total Talk Time (CUSTOMER): 37320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/31b4bfeb-d244-4134-9a43-2bb4dc20e197_20250502T14:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, and I'm calling uh for benefits for a patient coming in for a specialist office visit as well as an ultrasound.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Is 021-898-48 ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK, and you said specialist office visit and ultrasound?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Looks like the policy is effective.
[CUSTOMER][POSITIVE] And effective dates sir oh sorry.
[AGENT][NEUTRAL] Um, let's see, actually, let me check.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, policy is effective [PII].
[AGENT][NEUTRAL] And let me see what the benefit.
[AGENT][NEUTRAL] So, for the benefits, um, not a guarantee of payment, basic outline of the policy, they have a $500 per covered person per calendar day benefit. That does not include the actual office visit, but it will include any treatments or procedures rendered in the office.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Alright perfect any reference number for our call?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye.