AccountId: 011433970860
ContactId: 442d950e-b2b5-48f5-92b0-29d59345d490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167300 ms
Total Talk Time (AGENT): 70518 ms
Total Talk Time (CUSTOMER): 76234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/442d950e-b2b5-48f5-92b0-29d59345d490_20250409T12:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm not the, I'm at my primary care physician and they're telling me that, um, my supplemental does not apply to primary, but I, my understanding is that it would apply to the co-pay.
[AGENT][NEUTRAL] OK, we can take a look at your policy. What's your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. Um, do you need the group number or do you need the payer ID?
[AGENT][NEUTRAL] The policy certificate number that begins with a 0.
[AGENT][NEUTRAL] About 7 digits.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh, I have, um, I have an in benefit.
[AGENT][NEUTRAL] It's an inpatient
[AGENT][NEUTRAL] Mhm, that number.
[CUSTOMER][NEUTRAL] Inpatient benefit certificate number, yeah, 0258.
[CUSTOMER][NEUTRAL] 9498 ML 7
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you say your name is [PII]?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] Mhm. Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] SSEL OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and you said this is for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your date of birth, your mailing address and email, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. My email is [PII]. Uh, and you asked for my mailing address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mainly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we have the city of [PII] and the zip code is [PII].
[CUSTOMER][NEGATIVE] Yeah, that's wrong.
[AGENT][NEUTRAL] OK, and spell the city for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your zip code is [PII] I'm sorry, [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Want
[CUSTOMER][NEUTRAL] Right, and then the zip code is [PII].
[AGENT][NEUTRAL] [PII]. OK. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, we'll get that updated.
[AGENT][NEUTRAL] Now, let's take a look at your benefits. So under your policy, um, if there's treatment, covered treatment in the office, those items can be considered, but the physician's co-pay is not covered under this particular policy.
[CUSTOMER][NEUTRAL] OK, alright, that's what I was checking. I, I had a misunderstanding then thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], did you any other questions?
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling [PII] have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Uh bye bye.