AccountId: 011433970860
ContactId: 52ee734c-22a5-4131-aff5-49b40502f57b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112629 ms
Total Talk Time (AGENT): 40977 ms
Total Talk Time (CUSTOMER): 60847 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/52ee734c-22a5-4131-aff5-49b40502f57b_20250415T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify benefits for a patient, uh, for specialist office visit.
[AGENT][NEUTRAL] OK, may I have your name please? I can help you.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you so much and your callback number as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. And may I also have the policy number. Thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I'm sorry? The.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Um, the policy number is 02107246 ML8.
[AGENT][POSITIVE] Thank you very much one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information and you're calling for specialist office visit benefit. One moment please.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] The patient does have a primary, so he's providing this as a gap insurance.
[AGENT][NEUTRAL] OK, yes, this is a supplemental policy, and I do apologize, mama, it does not cover for an office visit that could be with a PCP or a specialist, so that is not a covered benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, not even for procedures or treatment or anything done in the office, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, I'll let the patient know thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mm bye have a nice day.