AccountId: 011433970860
ContactId: 429f1736-69b9-43e5-ad45-847ae368cf26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150419 ms
Total Talk Time (AGENT): 52994 ms
Total Talk Time (CUSTOMER): 41383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/429f1736-69b9-43e5-ad45-847ae368cf26_20250123T17:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Uh, yes, good morning. Uh, yes, I'm calling to get a, I'm sorry, eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 021-922-56.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I can give those to you. Is it outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Uh, it's a doctor for office specialist OBGYN.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the office visits are not covered under this policy. If they have services done in the doctor's office, it would be covered, but the actual office visit itself is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said only if they have a procedure then?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what, uh, can I get a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] What's your name, ma'am?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye bye.