AccountId: 011433970860
ContactId: 3b59fdf8-256b-4f54-b51d-18150257b81a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131679 ms
Total Talk Time (AGENT): 64059 ms
Total Talk Time (CUSTOMER): 45387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3b59fdf8-256b-4f54-b51d-18150257b81a_20241230T14:07_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling to get um benefits on a patient.
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] To me
[AGENT][NEUTRAL] Spell that for me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is uh.
[CUSTOMER][NEUTRAL] 1420581ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said benefits, is this for uh doctor's office, outpatient hospital?
[CUSTOMER][NEUTRAL] The um specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, uh first name is [PII], last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Let me give you the current policy number, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 166.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 985 8.
[CUSTOMER][NEUTRAL] Mhm. 58.
[AGENT][NEUTRAL] Uh, the effective
[AGENT][NEUTRAL] 1669858.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII]. This policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So the physician's visit fee is not covered. Um, there is a treatment rider, uh, which means if there's treatment, covered treatment during the course of the visit, uh, those services can be considered, but not the co-pay isn't covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, copay not covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] You'll use my name in today's dates reference for today's call [PII], and any other questions to me I can help with today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thank you I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.