AccountId: 011433970860
ContactId: 7307fc61-c343-4e02-bf0d-effdffb11e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123589 ms
Total Talk Time (AGENT): 41616 ms
Total Talk Time (CUSTOMER): 31608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7307fc61-c343-4e02-bf0d-effdffb11e63_20250515T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking for benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes I am. It's [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 023-343-65.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It looks like this policy is effective [PII]. And do you need benefits for office visit or what type of benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, just primary care office visit it.
[AGENT][NEUTRAL] I guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So this is like a limited supplemental policy, and for this policy outpatient um or
[AGENT][NEUTRAL] Office visits would pay $25 maximum per visit up to $5 per year.
[CUSTOMER][NEUTRAL] OK, 25 maximum you said 5 visits per year?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, that is all thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.