AccountId: 011433970860
ContactId: 6fead863-4c8b-48a3-838c-581957b227d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121349 ms
Total Talk Time (AGENT): 41068 ms
Total Talk Time (CUSTOMER): 30310 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6fead863-4c8b-48a3-838c-581957b227d1_20250411T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Orthopedic Center in [PII]. I'm just calling to see if the patient still has benefits left.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] 02566221
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII], [PII] Birthday is [PII].
[AGENT][NEUTRAL] OK, and did you you need benefits or just eligibility?
[CUSTOMER][NEUTRAL] Uh, benefits, please.
[AGENT][NEUTRAL] OK, let's see. Got her effective [PII] policy is active. This is not a guarantee of payment, basic outline of the policy. Is this gonna be for outpatient services or?
[CUSTOMER][NEUTRAL] So, it's a specialist visit.
[AGENT][NEUTRAL] Specialist? OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so for a physician's office visit, it's gonna be pay a maximum of $75 per day and a max of 6 calendar days per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. That's all I needed.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.