AccountId: 011433970860
ContactId: 4ab36a64-cd2e-4a49-8f40-3f0e4da4e560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93730 ms
Total Talk Time (AGENT): 45467 ms
Total Talk Time (CUSTOMER): 34306 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4ab36a64-cd2e-4a49-8f40-3f0e4da4e560_20250423T14:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. It's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] So I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02560099 ML 8.
[AGENT][NEUTRAL] Thank you. And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify benefits eligibility for outpatient services.
[CUSTOMER][NEUTRAL] For office visit specialist.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She does not have office visit benefits. However, she does have treatment received in the office coverage which falls under her outpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and how much is left?
[AGENT][NEUTRAL] Is there anything else that I can assist you with? She's utilized $544 of her $6000.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great one, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.