AccountId: 011433970860
ContactId: 720e68b8-f3f2-479a-aa0a-3ddba8fd2e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156860 ms
Total Talk Time (AGENT): 50872 ms
Total Talk Time (CUSTOMER): 44885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/720e68b8-f3f2-479a-aa0a-3ddba8fd2e39_20250604T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm just calling for eligibility and benefits for patients.
[AGENT][POSITIVE] OK [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is going to be 02107801.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and uh date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I've got this policy active and effective [PII]. And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Um, no, just to see a, uh, specialist.
[AGENT][NEUTRAL] OK, offices
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, for specialist office.
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, so it looks like for his policy, it's $500 per uh per cover person per calendar year payable, um, and that does not include the actual office visit, but it does include treatment and procedures rendered in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any deductibles or out of pockets?
[AGENT][NEUTRAL] Uh, no, there's not. This will pick up after primary has processed the claim, whatever is left over.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] OK, I think that is all I need um since it is just secondary, can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, it's my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, thank you very much for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.