AccountId: 011433970860
ContactId: bb74826f-f83b-456a-b8cd-32f9155ab96a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73580 ms
Total Talk Time (AGENT): 40035 ms
Total Talk Time (CUSTOMER): 23320 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bb74826f-f83b-456a-b8cd-32f9155ab96a_20250211T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from the Longwell's office. I need to go with benefits for our patients gap plan.
[AGENT][POSITIVE] Alright, I'm happy to check benefits. What's their policy number?
[CUSTOMER][NEUTRAL] It is 01892838 ML 8.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. Effective date is [PII]. We are the secondary insurance, so it does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] So it covers the procedures rendered in the office?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK great so let me have a reference number for the call.
[AGENT][NEUTRAL] Absolutely, that's my name which is [PII], my last initial, which is [PII], and today's date.
[CUSTOMER][POSITIVE] All right great thank you bye bye thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.