AccountId: 011433970860
ContactId: 94ac35f2-c1ad-45ad-b921-503e15619dd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293910 ms
Total Talk Time (AGENT): 89062 ms
Total Talk Time (CUSTOMER): 84802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/94ac35f2-c1ad-45ad-b921-503e15619dd6_20250303T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from a doctor's office trying to get benefits on this plan.
[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, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02339072.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm true.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment and this policy is showing active.
[CUSTOMER][NEUTRAL] Does it cover anything done in the physician's office?
[AGENT][NEUTRAL] You're talking about an office visit?
[AGENT][NEUTRAL] Is it for the
[CUSTOMER][NEUTRAL] Yeah, specialty office we're specialty office.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it pays.
[AGENT][NEUTRAL] 6 visits.
[AGENT][NEUTRAL] At $75 per calendar year.
[CUSTOMER][NEUTRAL] It will pay $75 towards 6 visits.
[CUSTOMER][NEUTRAL] OK, um, if they do diagnostic testing.
[CUSTOMER][NEUTRAL] In the in the office, separate from the office is it will it pay anything toward diagnostic testing?
[AGENT][NEUTRAL] Um, I'm not sure about those benefits. Let me get you somebody can give you those benefits, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have a HR call. They they need benefits on.
[CUSTOMER][NEUTRAL] OK, alright, and who is on they need benefits on an HR policy, [PII], is that right?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] OK, yes, I can help him and mhm.
[AGENT][NEUTRAL] Her name is, her name is [PII].
[CUSTOMER][POSITIVE] Thank you. And her callback number?
[AGENT][NEUTRAL] Her call back [PII].
[CUSTOMER][NEUTRAL] Mhm. And the policy number?
[AGENT][NEUTRAL] 023-39072. Now, I gave her the office visit benefit.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But now she's asking about uh diagnostic X-rays done in the doctor's office and I'm not sure about that benefit.
[CUSTOMER][NEUTRAL] Alright, so give me just a second, [PII].
[CUSTOMER][NEUTRAL] Let me get that policy information pulled up.
[CUSTOMER][NEUTRAL] Just for [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I verified the birthday and everything.
[CUSTOMER][POSITIVE] Oh but he's taking his time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so I'll be happy to speak to her.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right. Thank you. Bye.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII].