AccountId: 011433970860
ContactId: e10618c9-4a61-4abd-b5ac-5a859a89aee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126029 ms
Total Talk Time (AGENT): 44629 ms
Total Talk Time (CUSTOMER): 44450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e10618c9-4a61-4abd-b5ac-5a859a89aee4_20250414T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, good afternoon. I'm calling for benefits and eligibility please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, [PII], so do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be 02595723 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pool hair, and it's 5:14, it's 76.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Policy is effective [PII]. It's currently active. Are you needing outpatient benefits or?
[CUSTOMER][NEUTRAL] Um, I do need outpatient benefits and office visit for a specialist if you have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Not a guarantee, just a basic outline, and it looks like for outpatient, maybe the calendar year maximum of 1000.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the, the office visit itself is not covered, but treatment and procedures performed in the office are covered under that 1000.
[CUSTOMER][NEUTRAL] And how much has been accumulated?
[AGENT][NEUTRAL] Uh, I don't know if she's used anything this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um your name is I'm sorry, [PII] in a reference?
[AGENT][NEUTRAL] Uh, just my name and today's date. Anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you so much. That would be all. You have a great rest of your Monday, OK?
[AGENT][POSITIVE] Thank you for calling APL you as well. You too. Bye.
[CUSTOMER][POSITIVE] Have a good week.