AccountId: 011433970860
ContactId: 7619d0ae-d24f-455e-aa31-9cd9c70ed00a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190649 ms
Total Talk Time (AGENT): 56451 ms
Total Talk Time (CUSTOMER): 54509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7619d0ae-d24f-455e-aa31-9cd9c70ed00a_20250321T14:36_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from the software. I want to, um, get benefits for a patient, please.
[AGENT][NEUTRAL] OK, can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] OK, and I can help you with benefits today. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I have 02502558.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] And what type of benefits are you needing today? Is that outpatient or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is, um, specialist office, so I would like to know if any in office procedure is covered by his plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check
[AGENT][NEUTRAL] Let me get his plan pulled up if you'll just bear with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] Um, it looks like he does have a benefit for specialist office visit.
[AGENT][NEUTRAL] Um, well, first of all, his benefits 2500 per calendar year.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Specifically for the office visit is um up to $50 per visit, a max of $4 per calendar year.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and and what is the effective date for his plan?
[AGENT][NEUTRAL] Uh, his effective date is [PII] and he's active.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Perfect. Alright, that will be uh. Can you provide me with the reference number please?
[AGENT][NEUTRAL] Um, reference number will just be my first name, last in the
[AGENT][NEUTRAL] it's [PII] and then last initial is [PII].
[AGENT][NEUTRAL] And then today's date
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] OK, thank you [PII] have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Bye.