AccountId: 011433970860
ContactId: 9bd01d67-bffc-4336-91fd-bdc07ca4f009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143369 ms
Total Talk Time (AGENT): 43819 ms
Total Talk Time (CUSTOMER): 39001 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/2025/05/08/9bd01d67-bffc-4336-91fd-bdc07ca4f009_20250508T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. Um, we have a new patient coming for a visit, and I wanna know if you guys cover her specialist copay for her primary insurance.
[AGENT][POSITIVE] OK, may I have your name? I can help you with benefits.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number please thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 02575.
[CUSTOMER][NEUTRAL] 908 ML 8.
[AGENT][NEUTRAL] OK. Thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process, [PII], and you're calling to check to see if the plan pays for a specialist office visit fee. Give me one moment, I can help you with that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] And I do apologize this plan does not pay for an office visit whether with the PCP or specialist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have your name and a reference number?
[AGENT][NEUTRAL] My name is [PII]. We do not provide reference numbers. You can use my name in today's date, last initial L. Anything else I can?
[AGENT][NEUTRAL] I can help you with, please?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.