AccountId: 011433970860
ContactId: c9cff7ed-e2c7-4948-bb8c-4f25dec5f4b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115540 ms
Total Talk Time (AGENT): 53120 ms
Total Talk Time (CUSTOMER): 49516 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c9cff7ed-e2c7-4948-bb8c-4f25dec5f4b8_20250516T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I need to check benefits on a, um, patient please.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02509522
[AGENT][NEUTRAL] Thank you, give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] excuse me, [PII]. I'm sorry.
[AGENT][NEUTRAL] Oh no, you're, you're fine. and Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII]. He is active under the policy. And what benefits are needing for the patient?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, it's a new patient office visit.
[CUSTOMER][NEUTRAL] Um, I'm not sure why he's coming in.
[AGENT][NEUTRAL] Well, um, well, under the policy, yes, with our company, it doesn't cover.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh, he's kidney stone.
[AGENT][NEUTRAL] OK. Well, the policy he has with our company doesn't cover office visits nor procedures in office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No it covers for outpatient or in hospitals. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, no offices.
[CUSTOMER][NEUTRAL] It only covers outpatient.
[AGENT][NEUTRAL] Uh, yes, ma'am, we're in hospital.
[CUSTOMER][POSITIVE] OK, alright, so it will be self pay. OK. All right, great.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] And you too, bye.