AccountId: 011433970860
ContactId: 5a57a722-461c-4508-928d-6d12b39e69ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105500 ms
Total Talk Time (AGENT): 46500 ms
Total Talk Time (CUSTOMER): 33560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5a57a722-461c-4508-928d-6d12b39e69ec_20250210T22:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to verify if this number's plan is still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 246-233-8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I'm trying to his effective date is [PII] and, and the policy is active.
[CUSTOMER][NEUTRAL] OK, and it only covers uh procedures, right? Not the office visits.
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Correct. It doesn't cover office visits, but procedures in office that's for sickness or injury is covered as outpatient.
[CUSTOMER][NEUTRAL] OK. Does it have any deductible?
[AGENT][NEUTRAL] Uh, no. This patient doesn't have any deductible under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great can I get a call reference please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And what was your name I'm sorry?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.