AccountId: 011433970860
ContactId: 653816c2-4286-46c1-aacb-b84c459c7be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203000 ms
Total Talk Time (AGENT): 99711 ms
Total Talk Time (CUSTOMER): 91790 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/653816c2-4286-46c1-aacb-b84c459c7be4_20250129T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just calling to see if I can get some benefits on a patient please.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's together. It's all together. It's um the policy number is.
[CUSTOMER][NEUTRAL] 01659750
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, the number 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bear with me just one moment. I'm seeing that this policy is no longer active, so I'm trying to find an active policy for you. Bear with me just a second.
[CUSTOMER][POSITIVE] 00, OK, thank you.
[AGENT][NEUTRAL] Alright, I've got it. So actually the policy number you gave me is an old policy number, and it turned on [PII]. He has the active coverage under another policy number. Can I give you his active policy information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] As of [PII].
[AGENT][NEUTRAL] His active policy number is 250.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 336 9.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I'm gonna have to let him know that because I think he still has this card with this 016 information, OK.
[CUSTOMER][NEUTRAL] So you said as of [PII], right?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This is a secondary policy to the policyholders Major medical. I almost forgot what I was gonna tell you. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 2nd day.
[AGENT][NEUTRAL] And you're needing benefits also, Ebony, or just eligibility?
[CUSTOMER][NEUTRAL] Well, yeah, because he's in a specialist office and he's telling me that it is, does this work as a medical plan like.
[CUSTOMER][NEUTRAL] Doctor's office or just hospital?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the only thing that's, uh, he does have office visit benefits uh that's, that could pay for his co-pay for the visit, and he also has the office treatment writer which can cover procedures or treatments performed in a doctor's office.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, so it pays for the copays and also covers procedures in the doctor's office?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Oh OK, OK, cool.
[CUSTOMER][POSITIVE] Procedures and doctor's office. OK, perfect. Thank you so much, [PII]. That's all I needed to know. Um, is there a reference number for the call by any chance?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you. Anything else I can help you with today before you go?
[CUSTOMER][POSITIVE] No thank you you've been you've been a great help. Thank you so much, [PII].
[AGENT][POSITIVE] [PII], thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You too thank you OK bye bye you're welcome.
[AGENT][POSITIVE] Thank you bye bye.