AccountId: 011433970860
ContactId: 64e09be5-9e00-4922-a892-af036a90896f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115000 ms
Total Talk Time (AGENT): 48474 ms
Total Talk Time (CUSTOMER): 51760 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/64e09be5-9e00-4922-a892-af036a90896f_20250520T20:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling for Doctor [PII]'s office. I need to go of benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII], that's spelled [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02489088 ML 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII], and it shows policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] So the patient has a deductible with the primary plan, so any procedures rendered in the doctor's office would be the patient's responsibility. So does this gap plan help pay for procedures that are rendered in the office?
[AGENT][NEUTRAL] Uh, no, ma'am. It's outpatient or in hospitals out, uh, only, outpatient being an ER, urgent care, ambulatory surgery center, MRI or imaging center.
[CUSTOMER][NEUTRAL] OK, so then he doesn't have benefits for procedures rendered in the office. It's for the um hospital and emergency care. OK, um, may I have a reference number please? Thank you.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date, and it's [PII] and last initial [PII]
[CUSTOMER][NEUTRAL] Your name is [PII]
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Alright, in today's date thank you alright bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APO Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] Thank you, you're welcome bye bye.