AccountId: 011433970860
ContactId: 87cc45f3-caf1-4593-b579-dfe59f227e07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178039 ms
Total Talk Time (AGENT): 58008 ms
Total Talk Time (CUSTOMER): 49110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/87cc45f3-caf1-4593-b579-dfe59f227e07_20250529T15:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify eligibility and get benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with that. What was your name?
[CUSTOMER][NEUTRAL] My name is [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] is my direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] 02545359
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility, yes, she's scheduled for a screening mammogram.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] The benefits.
[AGENT][NEUTRAL] OK. Is it for wellness?
[CUSTOMER][NEUTRAL] It's a screening mammogram.
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] So is it gonna be for a wellness though? If it's for a wellness, it's not gonna be covered.
[CUSTOMER][NEUTRAL] What do you mean by um?
[AGENT][NEUTRAL] Do you have the diagnosis code?
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] Z like Zebra 12.31.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. This is just for a wellness. It's just a screening.
[AGENT][NEGATIVE] It wouldn't be covered wellness is not covered.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there a reference to our call or do I use your name?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye bye.