AccountId: 011433970860
ContactId: 4e3d31af-ceba-4de5-a654-a3f8659d771a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124139 ms
Total Talk Time (AGENT): 59081 ms
Total Talk Time (CUSTOMER): 55242 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4e3d31af-ceba-4de5-a654-a3f8659d771a_20250306T17:07_UTC.wav
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[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Morning. Thank you for
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] 7700 Southwest 1401.
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling because I need benefits on the patient's gap plan.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] 610. [PII]. 879-893-00.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] The patient's ID number is 02337129ML8 Jody [PII] 12861.
[AGENT][NEUTRAL] OK. I apologize. Can you?
[CUSTOMER][NEUTRAL] I need to know if she's active and she has benefits for procedures rendered in the office.
[AGENT][NEUTRAL] All right, and I can help you with that. And I apologize. Do you mind repeating her policy number?
[CUSTOMER][NEUTRAL] 02337129 ML 8.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII] Mi?
[CUSTOMER][NEUTRAL] Yes, 12861.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you is.
[AGENT][NEUTRAL] I can help you with those benefits. Now [PII]'s policy is active. The effective date is [PII].
[AGENT][NEUTRAL] This is her secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Yes, does she have benefits for procedures rendered in the office or she does not?
[AGENT][NEUTRAL] And the only
[AGENT][NEUTRAL] The only services covered in the doctor's office would be for cancer treatment.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] OK, so she doesn't have benefits for procedures in the office.
[AGENT][NEUTRAL] Unless it's for cancer.
[CUSTOMER][NEUTRAL] May I have a reference number? OK, may I have a reference number? What's your name?
[AGENT][NEUTRAL] It would be my name. It's my name in today's date and my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK great thank you bye bye.
[AGENT][POSITIVE] [PII], it was my pleasure. Thank you.