AccountId: 011433970860
ContactId: e074dbc6-b6e4-40d9-8a83-078c96e07bb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139570 ms
Total Talk Time (AGENT): 77011 ms
Total Talk Time (CUSTOMER): 59926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e074dbc6-b6e4-40d9-8a83-078c96e07bb4_20250225T16:34_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][NEUTRAL] Um, good morning. My name is [PII] calling from a provider's office to get benefits for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you with the benefits. May I ask your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, I have 02141258 ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][POSITIVE] Alright, thank you. It'd be my pleasure to assist you with eligibility and benefits for [PII]. I'm showing her policy is active. Effective date is [PII]. This is a secondary policy to her primary insurance. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, do you guys cover office visits?
[AGENT][NEUTRAL] The office visit is not covered. She does have benefits for procedures and treatments performed in the office for sickness or injury, but no benefits for the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just, I just wanted to just double check because someone because when they come in with this insurance, they was like, oh they always covered. I'm like it's usually procedures. So I wanted to make sure I put a note in there like, oh yeah I did call. You're gonna have to pay that $80. OK, I could, I could.
[AGENT][NEUTRAL] I understand, bless their hearts, they don't know what they have, do they?
[CUSTOMER][NEUTRAL] No, no coverage for office visit. OK, alright, and what's your name again?
[AGENT][NEUTRAL] For the visit.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and is there a reference?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] And thank you for calling APL Tonya. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.