AccountId: 011433970860
ContactId: 38798b11-1e7b-42b3-8b02-516cd0303422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153130 ms
Total Talk Time (AGENT): 71802 ms
Total Talk Time (CUSTOMER): 37715 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/38798b11-1e7b-42b3-8b02-516cd0303422_20250425T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] at Family Prime Care. I wanna check benefits on a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Family Prime Care.
[AGENT][NEUTRAL] Primary care. OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02435572.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right, and you said you need benefits and OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and this is one of our secondary supplemental plan to the major medical and what type of service is being rendered?
[CUSTOMER][NEUTRAL] Um, just an office visit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] CCP
[AGENT][NEUTRAL] All right. OK, let's see.
[AGENT][NEUTRAL] I'm waiting on the system for the benefits. Um.
[CUSTOMER][NEUTRAL] Is this a life insurance policy?
[AGENT][NEUTRAL] Now, this is a secondary supplemental plan to the major medical.
[AGENT][NEGATIVE] No, this one doesn't have any office visit benefits.
[CUSTOMER][NEUTRAL] I didn't think so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, I appreciate your help. Thank you. Have a good weekend.
[AGENT][POSITIVE] You're welcome. Thank you for calling you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.