AccountId: 011433970860
ContactId: 51afbbad-13b3-4caa-842d-124d1cc75141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 52479 ms
Total Talk Time (CUSTOMER): 47192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/51afbbad-13b3-4caa-842d-124d1cc75141_20250217T14:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, hi [PII], this is [PII]. I'm calling from Florida Women Care. I need eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] It's for outpatient it's 01639192 ML8.
[AGENT][POSITIVE] OK, thank you so much [PII]. One moment please.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for that information and you're calling for eligibility would you need benefits as well for the member outpatient benefits?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, I need benefits for office visits.
[AGENT][NEUTRAL] Offices, OK, I can.
[CUSTOMER][NEUTRAL] A specialist and ultrasounds done in office.
[AGENT][NEUTRAL] OK, the policy shows effective as of [PII], and it shows active one moment for benefits for office setting.
[AGENT][NEUTRAL] And my apologies [PII], it does not cover for a specialist office visit or any services or procedures inside the office.
[CUSTOMER][NEUTRAL] Mm it doesn't cover any procedure in an office.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, can I have, um, a call reference number please?
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] Oh, OK, thank you so much [PII] have a good day.
[AGENT][POSITIVE] You as well thank you for calling APL mm bye.