AccountId: 011433970860
ContactId: ac80a4df-d434-42e8-b49d-d9dccb02972a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122830 ms
Total Talk Time (AGENT): 53432 ms
Total Talk Time (CUSTOMER): 50669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ac80a4df-d434-42e8-b49d-d9dccb02972a_20250501T13:56_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm trying to get eligibility on a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And uh number [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 02212533.
[AGENT][NEUTRAL] Can I have the member's name and date of birth that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] I'm [PII], you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, physician's office, primary care physician's office.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This member's policy does not cover the office visit itself, however, the treatment procedures performed in the office does fall under her outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] Of $300 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. Um, how do I spell your name?
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today? [PII] and today's date is a reference, [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, you don't give your last initial, the first initial of your last name, do you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII], so much for your help.
[AGENT][POSITIVE] You're welcome, thanks for calling APO you have a great day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.