AccountId: 011433970860
ContactId: 439e9ff9-cf04-4d59-9e2f-9132e0e866e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116459 ms
Total Talk Time (AGENT): 43507 ms
Total Talk Time (CUSTOMER): 38557 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/439e9ff9-cf04-4d59-9e2f-9132e0e866e5_20250321T16:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Yes, no, let's check the benefits for the member.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII].
[AGENT][POSITIVE] And see if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That would be 02052121.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] That would be for today.
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And where will treatment take place?
[CUSTOMER][NEUTRAL] Um, uh, for specialists.
[AGENT][NEUTRAL] OK. Um, now I do show she doesn't have benefits for treatment in an office or clinic setting unless the diagnosis is cancer.
[CUSTOMER][NEUTRAL] OK, so you wanna do [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Did you say she doesn't have no uh uh benefits and the.
[AGENT][NEUTRAL] Not for treatment in an office or clinic setting unless the diagnosis is cancer.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] It's only for cancer, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII] Ms [PII], can I get your reference number?
[AGENT][NEUTRAL] It's just my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, that will be it thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.