AccountId: 011433970860
ContactId: 8de3df6b-9582-42e3-9940-a876c72593ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131580 ms
Total Talk Time (AGENT): 60853 ms
Total Talk Time (CUSTOMER): 36283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8de3df6b-9582-42e3-9940-a876c72593ca_20250106T15:10_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, my name is [PII], and I was calling because I need to attend benefits for a patient.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number please.
[CUSTOMER][NEUTRAL] It's 02580137.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it will be for Ms. [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK. Actually, office visits are not covered under this policy unless it's for a cancer treatment.
[CUSTOMER][NEUTRAL] Mm, OK, I.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] So for like a specialist office visit is not covered?
[AGENT][NEUTRAL] That's correct unless it's for cancer treatment.
[CUSTOMER][NEUTRAL] It'll
[CUSTOMER][NEUTRAL] Unless it's for cancer treatment, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you provide me with your name and a reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] and my last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm