AccountId: 011433970860
ContactId: 35d72a1c-9ad3-4d59-bdea-e01c3557b82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222740 ms
Total Talk Time (AGENT): 67003 ms
Total Talk Time (CUSTOMER): 70851 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/35d72a1c-9ad3-4d59-bdea-e01c3557b82b_20250403T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from a doctor's office.
[AGENT][POSITIVE] I'm happy to
[CUSTOMER][NEUTRAL] I want to check if it's available.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] Yes, 02606877.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] information
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] I'm looking for eligibility.
[AGENT][NEUTRAL] Or a dental plan or medical plan?
[CUSTOMER][NEUTRAL] or
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, patient does have an active plan. The effective date is [PII].
[CUSTOMER][NEUTRAL] does have an active plan. The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any co-payment to see specialist?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So the member has a limited benefit, uh, hospital indemnity plan. There's no co-pay for an office visit for a specialist.
[AGENT][NEUTRAL] The plan will pay $125 towards the office visit.
[CUSTOMER][NEUTRAL] The 25.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Offices is a much.
[AGENT][NEUTRAL] The benefit amount is $125 towards the office visit fee.
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Loco pay for the specialist visit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have the authorization number?
[AGENT][NEUTRAL] I'm sorry, can you have what again?
[CUSTOMER][NEUTRAL] Authorization number.
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name is [PII].
[CUSTOMER][NEUTRAL] My name
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Spelled [PII]
[AGENT][NEUTRAL] Last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.