AccountId: 011433970860
ContactId: 491be45a-d324-4ad7-82b7-c6f7bc1a9210
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 29380 ms
Total Talk Time (CUSTOMER): 31737 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/491be45a-d324-4ad7-82b7-c6f7bc1a9210_20250429T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I'm calling from Doctor [PII]'s office. I'm calling to see if patient has benefits for procedure rendered in the office.
[AGENT][NEUTRAL] OK. Do you have the, um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and the callback number is [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] That would be 02593395 ML 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, hold on one moment. Let me get that pulled up.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, this policy does allow for treatment and procedures in office. There's a $1500 calendar maximum payout.
[CUSTOMER][NEUTRAL] OK, so the patient does have benefits for procedures rendered in the doctor's office. May I have a reference number for the call?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK great thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.