AccountId: 011433970860
ContactId: 64943dfa-2cd2-4077-83ca-420bcf81bf45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95089 ms
Total Talk Time (AGENT): 47154 ms
Total Talk Time (CUSTOMER): 33888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/64943dfa-2cd2-4077-83ca-420bcf81bf45_20250226T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. It's [PII] from Doctor [PII] couple's office. I'm calling for benefits on a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01618578 ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active.
[AGENT][NEUTRAL] Um, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an office visit, specialist office visit.
[AGENT][NEUTRAL] OK. Actually, I'm showing that services provided in office is not covered under this policy unless the services are for cancer treatment.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it for today thank you have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.