AccountId: 011433970860
ContactId: 50afbd58-3013-4f2a-9276-2abbf6667d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338790 ms
Total Talk Time (AGENT): 92674 ms
Total Talk Time (CUSTOMER): 76463 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/50afbd58-3013-4f2a-9276-2abbf6667d2f_20250501T13:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] I was calling to verify benefits on a patient.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure this is direct [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, my mind went blank for a minute.
[AGENT][NEUTRAL] Oh, that's OK. Thank you. And do you have a policy number?
[CUSTOMER][NEUTRAL] D as in David 43715858
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the social?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You know, I do.
[CUSTOMER][NEUTRAL] I do have a different number on the card that has a medical ID and then a policy ID.
[CUSTOMER][NEUTRAL] If that would help.
[AGENT][POSITIVE] That's OK. I found it. Thank you though.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, for like office visits. I'm not sure what kind of policy this is but I was looking for like office visits.
[AGENT][POSITIVE] OK, I can help you with that. The effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] And let me see if office visits are covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, office visits are covered.
[AGENT][NEUTRAL] We pay $75 per office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment and I'll tell you how many maximum.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per year.
[AGENT][NEUTRAL] It's $5 per year, $75 per person.
[AGENT][NEUTRAL] So they get 5 office visits per year, $75 per office visit.
[CUSTOMER][NEUTRAL] Are you able to tell how many the patient has?
[CUSTOMER][NEUTRAL] Left
[AGENT][NEUTRAL] Hold on. Yes, ma'am, hold on, I can tell you.
[CUSTOMER][NEUTRAL] Or has used
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] She hasn't used any for the, hold on, I'm sorry. I'm looking at the wrong one.
[AGENT][NEUTRAL] She has used one for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, does it go January, January?
[AGENT][NEUTRAL] Yes, ma'am. It's calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you have a call reference or does it just use your name?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is all thank you for your information.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.