AccountId: 011433970860
ContactId: a6f4fb1f-5460-4928-a4c4-5228a4d5d79e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126580 ms
Total Talk Time (AGENT): 58726 ms
Total Talk Time (CUSTOMER): 60740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a6f4fb1f-5460-4928-a4c4-5228a4d5d79e_20250204T17:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling because I have a, um, patient here who appears to be a member of this gap insurance. I wanted to see if you can help me to see what her benefits are.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number of that member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear you.
[AGENT][NEUTRAL] Could you provide me with the policy number of the member?
[CUSTOMER][NEUTRAL] Yeah, policy number let me see really quickly.
[CUSTOMER][NEUTRAL] OK, um, so it says here 02580099 ML 8.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth [PII]. I mean, sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, it's a specialist visit.
[AGENT][NEUTRAL] So it's the office visit this member's policy has been active since [PII] and it's currently active. She has treatment received in the office covered under her outpatient benefits of $1000 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, but the office visit itself is not covered under the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so office visits are not covered. OK, perfect.
[AGENT][NEUTRAL] No, just the treatment received. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, no, and can I have a reference number for this call so she can have it?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you honey have a nice day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.