AccountId: 011433970860
ContactId: cdc3079b-1b5d-4499-82b1-21c58747000a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128630 ms
Total Talk Time (AGENT): 65326 ms
Total Talk Time (CUSTOMER): 43252 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/cdc3079b-1b5d-4499-82b1-21c58747000a_20250306T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from a doctor's office. I need to check benefits and eligibility for a specialist office visit and for procedures done in office setting.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits this morning. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 491-476 ML 8.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][POSITIVE] And I'm getting those benefits. Bear with me just one second.
[AGENT][NEGATIVE] Now there are no benefits for the office visit co-pay.
[AGENT][NEUTRAL] He does have coverage for any procedures or treatments performed in a doctor's office for sickness or injury.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that benefit amount is $250 and [PII], that is a per calendar day benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] $250 per day.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Uh thank you so much [PII], appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you with those benefits. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] And thank you for calling APL [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.