AccountId: 011433970860
ContactId: 62a1d98f-645d-4e6d-9e5c-a698a0a6deee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270779 ms
Total Talk Time (AGENT): 67286 ms
Total Talk Time (CUSTOMER): 60703 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/62a1d98f-645d-4e6d-9e5c-a698a0a6deee_20250331T14:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify benefits and eligibility on a patient.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, I do. It is D as in David, 468-023-14.
[AGENT][NEUTRAL] And what is the patient's first and last name?
[CUSTOMER][NEUTRAL] Uh first name is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it's pulling it up. Just give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And that was [PII]
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, what type of benefits were these for?
[CUSTOMER][NEUTRAL] Uh, for just PCP office visit, sick visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] And do you have her uh date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, this is not a guarantee of payment. It's a basic outline of the policy. I show she is active and effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see if they have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, office visit benefits. Are you doing any treatment in the office or anything or it just strictly an office visit?
[CUSTOMER][NEUTRAL] Uh, I believe just an office visit. She's a new patient, so I'm not exactly sure what all's gonna happen.
[AGENT][NEUTRAL] OK. OK, sure.
[AGENT][NEUTRAL] Um, so for this policy, she has a $50 benefit. It will pay out $50 for a physician's office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, I believe that's all I needed then.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye