AccountId: 011433970860
ContactId: 68090ac4-992a-4adb-b405-cefefcb93a26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104879 ms
Total Talk Time (AGENT): 49997 ms
Total Talk Time (CUSTOMER): 31250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/68090ac4-992a-4adb-b405-cefefcb93a26_20250130T13:21_UTC.wav
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[AGENT][NEUTRAL] PL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling about members benefits.
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is this for service in an office setting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. I'm showing the policy effective date is [PII]. Policy is active at this time, and let me pull up the benefits and provide that information. Um, actually, service in a doctor's office is not covered under this policy. It covers outpatient and inpatient facility only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this is only for non-off sort of services, right?
[AGENT][NEUTRAL] It covers inpatient and outpatient hospital only service in an office is not covered, and a doctor's office is not covered.
[CUSTOMER][NEUTRAL] OK. All right. Can I have a reference number, please?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII], and any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.