AccountId: 011433970860
ContactId: a399ee0a-9fd5-4464-ae76-e559439bdab2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155199 ms
Total Talk Time (AGENT): 68006 ms
Total Talk Time (CUSTOMER): 43357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a399ee0a-9fd5-4464-ae76-e559439bdab2_20250211T16:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um, yes, this is [PII]. I'm calling from Lexington Women's Care. I'm just trying to verify a patient's insurance before they come in today.
[AGENT][NEUTRAL] OK, I can verify benefits and or eligibility for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 63575.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I show her effective date is [PII]. She is active on the policy and what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Um, she's coming in for an annual today.
[AGENT][NEUTRAL] So for a wellness screening?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, let's see, give me one moment.
[AGENT][NEUTRAL] See, give me one moment.
[AGENT][NEUTRAL] Don't believe they have wellness benefits, but I'm pulling up the plan to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Yeah, it's not covered. Um, looking on an insurance policy. The policy on covers for inpatient confinement, surgery, for sickness or injury and diagnostic, but they
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Uh, do not show any benefits for, for screening or any wellness.
[CUSTOMER][POSITIVE] Got you alrighty well thank you.
[AGENT][NEUTRAL] You are welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye.