AccountId: 011433970860
ContactId: b9d71824-ef15-4631-938a-03c6102a921e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169649 ms
Total Talk Time (AGENT): 55938 ms
Total Talk Time (CUSTOMER): 75982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b9d71824-ef15-4631-938a-03c6102a921e_20250123T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and my last initial is [PII].
[CUSTOMER][NEUTRAL] I'm calling from the provider office to take the member's eligibility benefits. Can you help me out?
[AGENT][NEUTRAL] I can spell your name for me?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][NEUTRAL] OK, you're checking eligibility and benefits. Is this for service in a doctor's office?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Policy number that I have here is 02300708 M as in Mike L as in Lima 0.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Phone number will be [PII] direct line extension.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Business name and date of birth, sir.
[CUSTOMER][NEUTRAL] Business name that I have here is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, birthday, date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII]. The policy effective date is [PII]. This policy is active at this time.
[AGENT][NEUTRAL] And for the benefit, let me get that information for you. So this policy covers outpatient facility and inpatient only. Service in a physician's office is not covered, um, unless it's as a result of the cancer diagnosis.
[CUSTOMER][NEUTRAL] OK, um, so you're saying that uh it's for.
[CUSTOMER][NEUTRAL] Outpatient facility and inpatients, but specialist office visitor is not covered, right?
[AGENT][NEUTRAL] Correct. Facility and inpatient is covered. Doctor's office visits are not.
[CUSTOMER][NEUTRAL] Alright, got it, um.
[CUSTOMER][NEUTRAL] All right, yep, I think that is all. Can you um.
[CUSTOMER][NEUTRAL] Can you please tell me your name, uh initial name, and also can I get a call reference for this call.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII].
[AGENT][NEUTRAL] Oh NYA first initial last name is [PII] and any other questions, [PII]?
[CUSTOMER][POSITIVE] Um, no, this is all for me. Thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes, sir. Have a good day. Bye-bye.