AccountId: 011433970860
ContactId: 6773f4d0-1535-4ee4-a00d-f5efd2c693b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130880 ms
Total Talk Time (AGENT): 51601 ms
Total Talk Time (CUSTOMER): 59210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6773f4d0-1535-4ee4-a00d-f5efd2c693b3_20250224T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi good morning I'm calling for eligibility and benefits, um.
[CUSTOMER][POSITIVE] So yeah just benefits actually.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02583627 ML8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's uh [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are you needing?
[CUSTOMER][NEUTRAL] Sure, I'm looking for um specialist office visit as well as ultrasound in the office.
[AGENT][NEUTRAL] Uh, it's not covered. Uh, the patient's policy only covers services in an outpatient facility or inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK, so no, no, no benefits in the specialist office.
[AGENT][NEUTRAL] Correct. Office visits or procedures in office are not covered.
[CUSTOMER][NEUTRAL] OK, O the and.
[CUSTOMER][NEGATIVE] Procedures I'm just writing it down in office not covered.
[CUSTOMER][NEUTRAL] Alrighty, um, what's your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, any reference number for the call?
[AGENT][NEUTRAL] Uh, no, ma'am. We don't give reference numbers. You may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, what was the initial to your last name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You got it. OK, alright, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye. Yeah, they don't.
[AGENT][NEUTRAL] Bye.