AccountId: 011433970860
ContactId: 95546b70-915c-4629-a76f-359ac8e76995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143210 ms
Total Talk Time (AGENT): 48092 ms
Total Talk Time (CUSTOMER): 50970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/95546b70-915c-4629-a76f-359ac8e76995_20250306T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and I'm calling from, um, Centerville.
[CUSTOMER][POSITIVE] Wellness and I am trying to get uh eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, is this for a service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, policy number is 02465521.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that for me, [PII]. I'm showing an effective date of [PII]. Uh, the policy is active at this time, and let me pull up the benefits and provide the office visit benefit.
[AGENT][NEUTRAL] Now, the physician visit fee is not covered. Uh, there is a treatment writer under the policy. So if covered treatment is performed in the office, those items can be considered under the outpatient benefit. Do you need that benefit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't think so. I think she's just here for a regular routine.
[AGENT][NEUTRAL] Physician. OK. All [PII]. Well, anything else?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No ma'am, that'll do it for us and I appreciate your time.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][NEUTRAL] Bye bye.