AccountId: 011433970860
ContactId: 386241b7-b2db-44f1-8de1-9faecd02f272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126139 ms
Total Talk Time (AGENT): 47819 ms
Total Talk Time (CUSTOMER): 29570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/386241b7-b2db-44f1-8de1-9faecd02f272_20250611T14:45_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I'm calling from Doctor [PII]'s office calling to see if a patient is still active with this insurance, please.
[AGENT][POSITIVE] I'm happy to check on benefits. What is the patient policy number?
[CUSTOMER][NEUTRAL] 02566930
[AGENT][NEUTRAL] Thank you. Patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII], it looks like.
[CUSTOMER][NEUTRAL] OK, does this plan cover uh specialist copay deductible and out of pocket?
[AGENT][NEUTRAL] Let's see, so it is their secondary. Let me see if it covers any sort of office visit though. Give me just one moment.
[AGENT][NEUTRAL] OK, yeah, so this will cover any sort of deductible copay or co-insurance, including an office visit. The outpatient benefit max is 6500 for the calendar year. They have not met anything thus far.
[CUSTOMER][NEUTRAL] OK, pain cover.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] OK, um, can I have a reference number for the call today please?
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] And last initials, my name is [PII] with today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you [PII] have a nice day.
[AGENT][NEUTRAL] You too bye bye.