AccountId: 011433970860
ContactId: c457966c-2bf2-4eba-b254-a99e99838f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131990 ms
Total Talk Time (AGENT): 50900 ms
Total Talk Time (CUSTOMER): 33381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c457966c-2bf2-4eba-b254-a99e99838f50_20250422T18:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, calling for benefit info.
[AGENT][NEUTRAL] OK, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Lil [PII] numbers [PII].
[AGENT][NEUTRAL] And you're with the provider's office, Lil?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 02589480 ML 8.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] The doctor's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like the policy is effective [PII]. It's active, and let me pull up those benefits. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a basic outline of the policy. So for office visits, the actual office visit isn't covered, but any treatment or procedures provided in the office, um, there's a $5000 per covered person per calendar year maximum benefit payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No deductible or anything?
[AGENT][NEUTRAL] Uh, there is no deductible, correct.
[CUSTOMER][NEUTRAL] OK, that's great um can I get a reference number?
[AGENT][NEUTRAL] The reference number is just my name and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] And I'm sorry, what's your name?
[AGENT][NEUTRAL] Uh, [PII], and first initial to last name, [PII].
[CUSTOMER][POSITIVE] OK, great, no that's it thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah