AccountId: 011433970860
ContactId: 456ef68b-02f7-4e68-a63e-d175340b9781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117470 ms
Total Talk Time (AGENT): 61651 ms
Total Talk Time (CUSTOMER): 44520 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/456ef68b-02f7-4e68-a63e-d175340b9781_20250107T15:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Advanced Orthopedics of Oklahoma. I just need to verify patients eligibility and benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have 024583777.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you, and I can help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I'm showing that her policy is active. Effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it'll be for a specialist office visit within office X-rays, no codes, just general benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, the only services covered in a doctor's office is for cancer treatment with a diagnosis of cancer. Any other services are not covered in a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well that is all I was waiting for today then. um, can I have a reference number for our call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with eligibility and benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all for today thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.