AccountId: 011433970860
ContactId: 9d53382f-85c2-4c76-af6e-fce8a89da237
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253759 ms
Total Talk Time (AGENT): 136372 ms
Total Talk Time (CUSTOMER): 111559 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9d53382f-85c2-4c76-af6e-fce8a89da237_20250128T13:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling for Bene please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits this morning. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me go there. Give me a second please.
[CUSTOMER][NEUTRAL] Mmm.
[CUSTOMER][NEGATIVE] Hold on, my system is slow today. I'm loading.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] We need to be patient with these computers. It is 12 9.
[AGENT][NEUTRAL] Well, we
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4223.
[AGENT][POSITIVE] Thank you [PII]. Yeah, we can't hurry them up but they don't wanna hurry, that's for sure.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] That's our everyday life.
[AGENT][POSITIVE] It is, and blessed to have it, aren't we?
[CUSTOMER][POSITIVE] Oh yeah, amen.
[AGENT][NEUTRAL] Well, I can help you with benefits. I'm showing that [PII]'s policy actually turned on 2124.
[CUSTOMER][NEGATIVE] Yes, no, oh, you know why? because I don't know why it put off by, so I'll blame you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see, she has another policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get to that policy that is active.
[CUSTOMER][NEUTRAL] I think I'm opening you for [PII] last.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] You don't need to have no one to just.
[AGENT][NEUTRAL] The effective the active policy, let me rephrase that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 246.
[AGENT][NEUTRAL] 6661.
[AGENT][NEUTRAL] Oh, wait, we're not in February yet, are we?
[AGENT][NEUTRAL] Oh my gosh, I'm rushing everything. This policy is active on [PII]. Do you need it for today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] I am so sorry. Well, on [PII], she's gonna have a new policy, but as for right now,
[AGENT][NEUTRAL] Until [PII].
[CUSTOMER][NEUTRAL] It's not active, yeah.
[AGENT][NEUTRAL] That's right. So that policy number 1294223 is would be active until [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] And I apologize for that. I'm just rushing things.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK. So, I'm gonna put the policy number and that's 2466661.
[AGENT][NEUTRAL] That's gonna be active as of [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Alrighty.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The active policy for today is the 1294223.
[CUSTOMER][NEUTRAL] Well, can you give it to me again please, ma'am?
[AGENT][NEUTRAL] 1294223
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it thank you. OK, now we're all set.
[AGENT][POSITIVE] And what type of benefits? Yeah, I'm so sorry. What, what type of benefits are you needing, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] It's um for outpatient for um like procedures ultrasounds in office and co-payments if she has benefits for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she does have outpatient coverage up to $500 per calendar day.
[AGENT][NEUTRAL] And that does include procedures or treatments in the office.
[AGENT][NEUTRAL] It does not include the office visit.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][POSITIVE] And all I need is your name ma'am again please.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] [PII], it was such a pleasure to assist you today. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] That's all, Miss [PII]. Thank you and I hope you have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII], and if you would please note that all benefits given over the phone is a verification of coverage, not a guarantee of payment, and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am have a good day bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.