AccountId: 011433970860
ContactId: 34bce64e-3983-401f-a8d6-ac64863b6f29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431890 ms
Total Talk Time (AGENT): 97781 ms
Total Talk Time (CUSTOMER): 70984 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/34bce64e-3983-401f-a8d6-ac64863b6f29_20250604T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was trying to make a um an appointment with the gynecologist, but I wanted to make sure that uh
[CUSTOMER][NEUTRAL] That this, my medical benefits like covers something. Oh, I'm not sure if this is the medical, um,
[CUSTOMER][NEUTRAL] That I would use to.
[CUSTOMER][NEUTRAL] See the doctor.
[AGENT][NEUTRAL] OK, um, what is your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] One more time.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 72.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] May I also have your call back number if we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much. And verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Just give me one moment please, Miss [PII].
[AGENT][NEUTRAL] If you could also verify please your mailing and email addresses.
[CUSTOMER][NEUTRAL] Uh, mailing address [PII] and um email address is uh [PII].
[AGENT][POSITIVE] OK, thank you very much for the verification process and you're calling for benefits for an office visit with a specialist. OK, give me one moment, let me get the benefits for you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You do have a benefit to cover for an office visit whether with the PCP or specialist and that benefit for that excuse me, I'm so sorry. I'm so sorry about that. Can I place you on hold for a moment please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Miss.
[AGENT][NEUTRAL] [PII] for your patience with me. Now for the benefit for your visit, please note verification of benefits provided does not guarantee payment. We will pay.
[AGENT][NEUTRAL] To $75 per visit with a max of 5 visits and this is per person.
[AGENT][NEUTRAL] So again, we pay up to $75 for the visit.
[AGENT][NEUTRAL] And that's 5 visits per year.
[AGENT][NEUTRAL] For each person on the policy.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] So I will pay the copayment and whatever the medical bill is, um, the total, you guys only pay $75.
[AGENT][NEUTRAL] We only pay $75 yes ma'am, and with this particular policy that you have, there is no deductible or co-pay, it's just that we pay $75 for a visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome this is [PII] anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK well thank you so much for calling APL. You have a great day. Thank you again for your patience.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Take care bye bye.