AccountId: 011433970860
ContactId: a1ef0ca2-1027-40ac-a93b-f6a5e747d2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104650 ms
Total Talk Time (AGENT): 44969 ms
Total Talk Time (CUSTOMER): 45050 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a1ef0ca2-1027-40ac-a93b-f6a5e747d2bf_20250115T15:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. I'm calling from the Durn Group. How are you today?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] Doing well thank you. I was just hoping if I gave you one of our patients a member IDs if you could tell me when their plan was active.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course it is [PII]. It's my direct line there's no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02138757 ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment.
[CUSTOMER][POSITIVE] Of course, sure, thank you.
[AGENT][NEUTRAL] It was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Doctor's office.
[AGENT][NEUTRAL] So it's for the actual office visit or is it for services?
[CUSTOMER][NEUTRAL] No, it was for office visits.
[AGENT][NEUTRAL] OK, office visits are not covered under this policy.
[CUSTOMER][POSITIVE] Gotcha. OK. Perfect. That is all that I needed to know.
[AGENT][POSITIVE] Thank you for calling APL Tonya and you have a good day.
[CUSTOMER][POSITIVE] You too thank you so much I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.