AccountId: 011433970860
ContactId: 8ba70238-3481-494c-9dc0-d4e64c115353
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140690 ms
Total Talk Time (AGENT): 42279 ms
Total Talk Time (CUSTOMER): 81964 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8ba70238-3481-494c-9dc0-d4e64c115353_20250210T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], um, my name is [PII], and I'm calling from Institute for Women's Health and Body. I'm calling to see if patient is still active with her secondary insurance.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and that's my direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you have, um, the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, hold on a second, let me get out of this thing.
[CUSTOMER][NEUTRAL] It's 0234 0649 M as in Mary, L as in lamb, 8.
[AGENT][NEUTRAL] OK, hold on one moment and I'll look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you're just needing benefits.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I, I know this is a supplemental, um, and gap insurance, uh.
[CUSTOMER][NEUTRAL] She's still active correct?
[AGENT][NEUTRAL] Yes, ma'am. She is still active.
[CUSTOMER][NEUTRAL] OK. The effective date is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, I know that her, uh.
[CUSTOMER][NEUTRAL] Any any services done in the office is not covered.
[AGENT][NEUTRAL] Let me check and see. I can look that up for you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Office visits or anything done in the doctor's office is not covered. No, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, alright, that's what I needed to know. um, well then did you have initially your last name please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, mine is [PII] in case you need it. Mhm. All right, well thank you so much and um have a wonderful day.
[AGENT][POSITIVE] Thank you. Thank you, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.