AccountId: 011433970860
ContactId: 8f3c05af-8274-4713-b2ac-5d8733f812a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170820 ms
Total Talk Time (AGENT): 54549 ms
Total Talk Time (CUSTOMER): 33060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8f3c05af-8274-4713-b2ac-5d8733f812a7_20250409T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, do you have a good callback number, [PII] and I can help you with benefits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 101.
[CUSTOMER][NEUTRAL] 1535.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] who's a lot [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like this policy is terminated, but let me see if there's an active one.
[AGENT][NEUTRAL] OK, looks like there is an active one. let me give you that policy number. Are you ready?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's 1854355.
[CUSTOMER][NEUTRAL] When did the other one terminate?
[AGENT][NEUTRAL] Uh, the other one terminated [PII].
[CUSTOMER][NEUTRAL] OK perfect um does it pick up for a specialist office visit?
[AGENT][NEUTRAL] Uh, let me see, and this is not a guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, it looks like there's, there's no benefits for the actual office visit, but the treatment, any treatments or procedures performed in the office, um, there's a benefit of 1500 per calendar year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That's it, have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye.