AccountId: 011433970860
ContactId: 7e7f1c9d-4336-40dc-9329-58d35ae7cc5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246470 ms
Total Talk Time (AGENT): 69549 ms
Total Talk Time (CUSTOMER): 104867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/7e7f1c9d-4336-40dc-9329-58d35ae7cc5d_20250415T19:06_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, [PII]. My name is [PII]. I'm not sure if I called the correct number, um.
[CUSTOMER][NEUTRAL] I'm calling from a provider's office for benefits.
[AGENT][NEUTRAL] OK, this way, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, give me one second. I'm on the computer don't do.
[CUSTOMER][NEUTRAL] This to me uh.
[AGENT][NEUTRAL] Or I can look it up by last name too.
[CUSTOMER][NEGATIVE] One quick second, the computer is not cooperating with me.
[AGENT][POSITIVE] Oh, sure, no problem.
[CUSTOMER][NEUTRAL] Say that again. My last.
[AGENT][NEUTRAL] No, the last name of the patient if you have it. I can look it up by that.
[CUSTOMER][NEGATIVE] Oh yes, yes, it's just the computer is not doing good today um.
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, Jesus [PII], he's back.
[CUSTOMER][NEUTRAL] And her first name is [PII].
[AGENT][NEUTRAL] And the first name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, I do have now the policy number. I don't know if it's better for that. Um.
[AGENT][POSITIVE] OK, yeah, that'd be great.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It uses the computer. It took a while, but it's back. It is 01666110 M as in Mary L8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is effective [PII] policy is active.
[AGENT][NEUTRAL] And are you needing outpatient benefits or?
[CUSTOMER][NEUTRAL] Um, this is for, um, let's see, an injection.
[CUSTOMER][NEUTRAL] That will be done in a specialist's office, so that will be like uh outpatient, yes.
[AGENT][NEUTRAL] OK. Um, let me see.
[AGENT][NEUTRAL] This is not a guarantee of payment.
[CUSTOMER][NEUTRAL] I think the patient has a
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Uh, not a guarantee of payment basic outline of the policy.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like this uh benefit is $500 per calendar day.
[AGENT][NEUTRAL] Um, and so this is a secondary policy after her primary insurance processes, this would apply towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Perfect.
[CUSTOMER][NEUTRAL] How much is it? $500 right?
[AGENT][NEUTRAL] Uh, $500 per calendar day. It will not cover the actual office visit, but treatments and procedures in the office are covered under that benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hi [PII], awesome that works for me.
[CUSTOMER][NEUTRAL] Treatment and procedures from the office. All right. All right. uh, so da da da. [PII], right, or [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um, can I have a call reference number?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] 2 days there. Awesome. Thank you. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.