AccountId: 011433970860
ContactId: bc6d7688-6c47-4791-baae-dd35df7937ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140009 ms
Total Talk Time (AGENT): 42504 ms
Total Talk Time (CUSTOMER): 53887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/bc6d7688-6c47-4791-baae-dd35df7937ca_20250131T22:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a benefit specialist calling from the customer support center for next on on a recorded line. I'm calling to see if member has coverage for specific 3 CPT codes and a code. This will be for contraceptive preventive care.
[AGENT][NEUTRAL] Is a contraceptive.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line there's no extension.
[AGENT][NEUTRAL] May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that would be 02580475.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, this one doesn't have any contraceptive um benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So next one on is not covered?
[AGENT][NEGATIVE] No, it's not covered.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can you help me with the spelling of your name?
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And what would be the call reference number?
[AGENT][NEUTRAL] My name and the estate.
[CUSTOMER][NEUTRAL] That's all um [PII].
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][POSITIVE] Thank you very much. Have a wonderful day ahead. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling ATL. Bye-bye, Miss [PII].