AccountId: 011433970860
ContactId: d49d53d9-577d-451e-be4b-e7bed6aa5850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179240 ms
Total Talk Time (AGENT): 63810 ms
Total Talk Time (CUSTOMER): 51599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d49d53d9-577d-451e-be4b-e7bed6aa5850_20250224T22:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling because I wanted to get benefits for a patient of ours.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Let me go ahead and get that for you. It's 01783980.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] For a specialist, a gynecologist.
[AGENT][NEUTRAL] Well, under this patient's policy, office visits are not covered. Uh, they have a writer that covers procedures in office if it's for a sickness or an injury, but the visit itself is not covered.
[CUSTOMER][NEUTRAL] So office visit is not covered. What is covered though?
[AGENT][NEUTRAL] Procedures in office if it's for a sickness or an injury.
[CUSTOMER][NEUTRAL] OK, for sickness.
[CUSTOMER][NEUTRAL] And injury right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so no co-payment, none of that since the office visits are not covered for gynecology.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and what is the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK, and it's you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well. OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, covers procedures.