AccountId: 011433970860
ContactId: 593c4841-03ac-4ed0-8f8a-3ec36e97c61b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158320 ms
Total Talk Time (AGENT): 50919 ms
Total Talk Time (CUSTOMER): 48413 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/593c4841-03ac-4ed0-8f8a-3ec36e97c61b_20250506T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to see if we're in network with the patient's plan.
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I do. She gave us, um, 026-04421.
[AGENT][NEUTRAL] Um, so this is a supplemental policy, so there's not a network.
[CUSTOMER][NEUTRAL] Oh, there isn't it, OK.
[CUSTOMER][NEUTRAL] Um, would you be able to tell me benefits for OBGYN doctor?
[AGENT][NEUTRAL] Uh, sure. Do you have, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, first name [PII].
[CUSTOMER][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, what was the name? I'm sorry, I missed it.
[CUSTOMER][NEUTRAL] That's OK. Um, [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] I show the policy is effective for [PII], and this is not a guarantee of payment. It's a basic outline of the plan.
[AGENT][NEUTRAL] Let me get that pulled up, and this is for office visits or?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, again, this is a supplemental uh policy, so it has very limited benefits. For physician's office, there's a maximum payout of $75 per visit and it's a max of 6 visits per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I guess the reference number for the call if there is one.
[AGENT][NEUTRAL] Uh, it's just my name, [PII], and today's date. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you so much.