AccountId: 011433970860
ContactId: 8dfbbda3-44fe-4ba1-b518-b4ef6a349f4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171100 ms
Total Talk Time (AGENT): 56075 ms
Total Talk Time (CUSTOMER): 64339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8dfbbda3-44fe-4ba1-b518-b4ef6a349f4e_20250401T13:12_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, good morning. I'm calling from a doctor's office to confirm if a patient's plan is still currently active and if it covers his co-pay and deductible in a specialist office.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And do you have a call back number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01659533 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing benefits for a specialist office visit?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And for specialist office visit, we pay $50 per office visit.
[AGENT][NEUTRAL] 4 times per calendar year.
[CUSTOMER][NEUTRAL] Alright, now so you said that it covers only $50 per visit per calendar year.
[AGENT][NEUTRAL] 4 times per calendar year and any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, so the maximum will be covered is $50 per visit.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, perfect. I love do you see any future termination date on this plan?
[AGENT][NEUTRAL] It the what now?
[CUSTOMER][NEUTRAL] Do you see any future termination date on this plan?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much for your help then.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] You too take care ma'am bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.