AccountId: 011433970860
ContactId: 77071241-31c2-4201-a33a-87e6ed6010c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214220 ms
Total Talk Time (AGENT): 66528 ms
Total Talk Time (CUSTOMER): 49807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/77071241-31c2-4201-a33a-87e6ed6010c9_20250430T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon. I'm calling to get benefits and a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how did you say it, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's 0254.
[CUSTOMER][NEUTRAL] 4957.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] I do, um, she's coming to do an ultrasound in a specialist's office.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] New
[AGENT][NEUTRAL] So this is a uh office visit in the office?
[CUSTOMER][NEUTRAL] In the office, yes, it's an ultrasound in office in a specialist office.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's getting cold
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] For ultrasound in a doctor's office, coordinates with the primary insurance, whatever the primary applies to the deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll pay up to 1250.
[CUSTOMER][NEUTRAL] OK, perfect, so you guys cover that, OK.
[CUSTOMER][NEUTRAL] OK perfect um can I have your name please and a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. My name is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.