AccountId: 011433970860
ContactId: 45d39ca8-c017-4767-a3e8-d23ba798bedb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138759 ms
Total Talk Time (AGENT): 64440 ms
Total Talk Time (CUSTOMER): 51850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/45d39ca8-c017-4767-a3e8-d23ba798bedb_20250129T13:56_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Yes. Hi. My name is [PII] and I was calling to check benefits and eligibility on a diagnostic test that'll be done in the office.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with those benefits this morning. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02341573.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII], uh I think it's, I'm gonna spell the last name [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with this diagnostic benefits in the doctor's office.
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And under the guidelines of her policy, no services are covered in the doctor's office. It would have to be in an outpatient.
[AGENT][NEUTRAL] Facility
[CUSTOMER][NEUTRAL] Are you talking about like a hospital or a um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you give reference numbers?
[AGENT][NEUTRAL] Yes, ma'am. My reference number would be my name and today's date. My name is [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][NEUTRAL] And do you show this to be a primary or secondary insurance?
[AGENT][NEUTRAL] This is a secondary policy to her major medical insurance.
[CUSTOMER][POSITIVE] OK, that's what I thought. OK. Uh, that's what I needed. Thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. It's been a pleasure to assist you with those benefits, [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.