AccountId: 011433970860
ContactId: 341c9e8d-02e3-4a88-a63c-55b6a16e19be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140679 ms
Total Talk Time (AGENT): 75427 ms
Total Talk Time (CUSTOMER): 50488 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/341c9e8d-02e3-4a88-a63c-55b6a16e19be_20250415T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor, uh, [PII]'s office, and I was just calling to get specialist offices that benefits for my number.
[AGENT][NEUTRAL] OK, I can check those benefits for you, uh, for a specialist, I'll see if that's uh covered under this policy. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01907334.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes we're current.
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] Of course I will let you know verification of coverage is not a guarantee of payment for claims. So under this policy, uh, office visits are not covered. However, treatment received in office is so if it was simply a uh compation for example, that would not be covered, uh, but if they were to receive any sort of treatment in office, it could be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then can I just get a reference number and the spelling of your name, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you, [PII]?
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][POSITIVE] Uh, no, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.