AccountId: 011433970860
ContactId: 3289cc24-525d-455a-a820-6ad3902180f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108440 ms
Total Talk Time (AGENT): 54482 ms
Total Talk Time (CUSTOMER): 50159 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3289cc24-525d-455a-a820-6ad3902180f9_20250206T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, I'm calling to verify benefits for a patient for a specialist office.
[AGENT][POSITIVE] OK, I can assist with that. Thank you. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you and your call back number if we were disconnected as well, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. And what is the policy number please for the patient?
[CUSTOMER][NEUTRAL] 02046778.
[AGENT][POSITIVE] Thank you so much. One moment please. Excuse me, I'm so sorry.
[CUSTOMER][NEUTRAL] They have a they have a same number.
[AGENT][NEUTRAL] OK, let me just repeat that to you to confirm. I have that as 02046778.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for that information, Mama, and again, you're calling for specialist office visit benefits. Give me one moment. I can certainly help you with that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and my apologies, the plan does not cover for an office visit fee whether with a PCP or specialist. It also does not cover any services inside the office.
[CUSTOMER][NEUTRAL] And it doesn't cover any procedures done in the office?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so it's just for hospital benefits, right?
[AGENT][NEUTRAL] Correct, an ER urgent care, but yes ma'am, not the office visit.
[CUSTOMER][POSITIVE] OK. I'll let the patient know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day bye.