AccountId: 011433970860
ContactId: 78864da1-8963-4249-a225-304bdb4b2fd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109620 ms
Total Talk Time (AGENT): 47678 ms
Total Talk Time (CUSTOMER): 29646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/78864da1-8963-4249-a225-304bdb4b2fd6_20250124T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, my name is [PII]. I'm calling from urology specialty care. I just need to get benefits for a specialist office visit.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02308273 ML 7.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date on here is [PII].
[AGENT][NEUTRAL] Um, let me see if the patient's plan covers office visit co-pays. One second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. So it looks like the plan will cover treatment in the physician's office. It does not cover the visit fee though.
[CUSTOMER][NEUTRAL] OK, perfect. Can I just get your name and a reference number?
[AGENT][NEUTRAL] Absolutely. My name is [PII], that's [PII] and that's the call reference with the last name to my initial, which is [PII].
[CUSTOMER][POSITIVE] [PII] perfect thank you so much sir you have a great day.
[AGENT][NEUTRAL] You too [PII]. bye bye.
[CUSTOMER][NEUTRAL] Bye bye.