AccountId: 011433970860
ContactId: a682c3cf-ec1c-450f-8111-e3c030b67eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244679 ms
Total Talk Time (AGENT): 66719 ms
Total Talk Time (CUSTOMER): 66959 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a682c3cf-ec1c-450f-8111-e3c030b67eac_20250304T18:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] calling from Doctor [PII]'s office. I'm not sure if you're able to help me verify uh benefits for a member.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] So the one I have here would be D as in David.
[CUSTOMER][NEUTRAL] 464.
[CUSTOMER][NEUTRAL] 01650.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] No, I just have name and uh date of birth.
[AGENT][NEUTRAL] Whose name is the policy in?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Patient's name are you said?
[AGENT][NEUTRAL] Yes, ma'am. Whose name is the policy in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Do you know what state she lives in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] This policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you're able to give me benefits correct?
[AGENT][NEUTRAL] OK. What type of benefits were you needing?
[CUSTOMER][NEUTRAL] Just for like an office visit sick with PCP?
[AGENT][NEUTRAL] Just an office visit. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for physician office, we pay $50 per office visit 4 times per calendar year.
[CUSTOMER][NEUTRAL] $50 per visit.
[CUSTOMER][NEUTRAL] 4 times per year, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too and your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do we have a reference number for this call?
[AGENT][NEUTRAL] We do not have reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.