AccountId: 011433970860
ContactId: 33b93928-c064-46b8-9805-f7ad4a6ea09a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134949 ms
Total Talk Time (AGENT): 54022 ms
Total Talk Time (CUSTOMER): 52759 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/33b93928-c064-46b8-9805-f7ad4a6ea09a_20250618T18:12_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] with BGC Medical Group. I'm trying to verify eligibility for a medical office visit, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] 02221072
[AGENT][NEUTRAL] Can you verify this patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service, [PII]?
[CUSTOMER][NEUTRAL] Uh, primary care physician office.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alrighty, what, um, so we are a primary care office um.
[AGENT][NEUTRAL] Let me verify.
[AGENT][NEGATIVE] So doesn't have office benefit.
[CUSTOMER][NEUTRAL] Is that covered under the plan?
[AGENT][NEUTRAL] I have office visit benefits.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The member's policy does not cover office visits.
[CUSTOMER][NEUTRAL] It is not OK, right, may I get a reference number for the call today and your name again?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, my name is [PII] and unfortunately, [PII] we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK, alright, I will go ahead and note the chart.
[AGENT][NEUTRAL] Please use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, and how do we spell your name?
[AGENT][NEUTRAL] I don't know why I don't cover offices.
[AGENT][NEUTRAL] [PII], today's date is the reference.
[CUSTOMER][POSITIVE] OK, alrighty, [PII], thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling ACL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.