AccountId: 011433970860
ContactId: e2eccaf8-dba7-4562-9c81-f61f66a077bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147119 ms
Total Talk Time (AGENT): 45319 ms
Total Talk Time (CUSTOMER): 69841 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e2eccaf8-dba7-4562-9c81-f61f66a077bd_20250429T19:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office, and I need to go over benefits on a patient's gap plan. I just called for the daughter, and um, now the mother is gonna be seen.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's take a look. What's the policy number?
[CUSTOMER][NEUTRAL] It's 1659502.
[AGENT][NEUTRAL] OK, let me pull this up.
[AGENT][NEUTRAL] And patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, her name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] All right, thank you so much. So, uh, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was told that with this plan that the, that she does have coverage for procedures registered in the doctor's office that they will cover and that for an office visit that the plan pays up to $50 for 4 visits per year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, her daughter had all visits remaining. So I don't know if that's the same for the mother with this plan, and if it is, I need to know how many, if she still has visits remaining as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK, so I am showing that the mother subscriber has all 4 visits remaining.
[CUSTOMER][NEUTRAL] OK, so she does, and that's for they only pay $50 for the office visit and then once the 4 visits have been exhausted, then um they wouldn't pay for the office visit but she does have benefits for procedures in the office as well is that true?
[AGENT][POSITIVE] Mhm. Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, great, um, may I have a reference number please? Thank you.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date, my name again is [PII], that's [PII] and [PII] initial [PII].
[CUSTOMER][POSITIVE] OK great thank you [PII], all right.
[AGENT][POSITIVE] You're welcome. Have a good one. Uh-huh.
[CUSTOMER][POSITIVE] Thank you you too bye bye.