AccountId: 011433970860
ContactId: d9cc2432-7462-486e-bafe-e4ccbf0398a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153550 ms
Total Talk Time (AGENT): 61425 ms
Total Talk Time (CUSTOMER): 104009 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d9cc2432-7462-486e-bafe-e4ccbf0398a0_20250603T12:51_UTC.wav
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[CUSTOMER][NEUTRAL] Things since you were in last, OK, you can have a seat first door. I'll buzz you in. Good morning. Uh, my name is [PII] and I'm calling from Doctor [PII]'s office and, uh, checking for eligibility and benefits please for a patient.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][POSITIVE] Um, sure, one moment, I just so sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], yeah, mhm, um.
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] OK, so, um, the member ID number is 02566221.
[AGENT][NEUTRAL] Can I have a callback number just in case the, the pop just in case this call is disconnected.
[CUSTOMER][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's name and date of birth that you're calling about today, [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And uh date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], you're calling to verify what type of benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] eligibility and benefits were dermatology, so it would be for specialist.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has office visit benefits of $75 per visit with 5 visits per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, and do you know um how many visits she has had so far?
[CUSTOMER][NEUTRAL] So I was calling you back. I did speak with um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, OK, well I thank you so much and you have a great day. Do you have a reference number for me please?
[AGENT][NEUTRAL] Doesn't look like she's had any office office visits.
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And OK and what is your name again please?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Thank you very much. I, that's beautiful. Thank you so much and have a great rest of your day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye.