AccountId: 011433970860
ContactId: a1b19786-bad5-44d5-b3cb-2584e81c5dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114019 ms
Total Talk Time (AGENT): 49897 ms
Total Talk Time (CUSTOMER): 46427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a1b19786-bad5-44d5-b3cb-2584e81c5dad_20250604T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling for Doctor [PII]'s office, and I need to go over benefits on a patient, please.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] It's [PII], that's [PII]
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 2581436.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, showing the effective date of [PII], policy is active, and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] So, um, the patient has a deductible with the primary plan. Any procedures rendered in the doctor's office will be the patient's responsibility. So does this plan um cover procedures rendered to the doctor's office?
[AGENT][NEUTRAL] Uh, if for sickness or an injury, yes, ma'am. They do have a rider that covers for, uh, office treatments in um in office.
[CUSTOMER][NEUTRAL] Right, so procedures in the office are covered. Do they, is it covered up to $250 a day? That's what I heard the last time I called in.
[AGENT][NEUTRAL] Yes, up to $250 per calendar day of what primary applies towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK great alright so then may I have a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Yes, ma'am. Last initial [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Bye bye thank you.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you bye.