AccountId: 011433970860
ContactId: 69065e18-2313-4b67-a1e4-b0fd8063152a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145679 ms
Total Talk Time (AGENT): 45253 ms
Total Talk Time (CUSTOMER): 62368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/69065e18-2313-4b67-a1e4-b0fd8063152a_20250625T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to get benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It is 02493494 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective [PII].
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Um, yes, uh, first of all, my first question is, is this secondary?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, very good and then uh one more question uh what is the electronic payer ID?
[AGENT][NEUTRAL] Electronic payer ID is 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, and we still have a mailing address of uh [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK great um yes so if I could have um like an office visit for a specialist.
[AGENT][NEUTRAL] OK. Uh, it's not a guarantee of payment, basic outline of the policy. Uh, for this policy, they have a $5000 per covered person per calendar benefit payable. That will include treatments and procedures rendered in the office, just not the actual office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, excellent.
[CUSTOMER][NEUTRAL] Alright, I think that's all I need, [PII] if I can just get a reference number.
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, great.
[CUSTOMER][POSITIVE] Happy Wednesday and I hope you have a great rest of your day.
[AGENT][POSITIVE] OK, thank you for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.