AccountId: 011433970860
ContactId: e7578df0-7ad7-4eb4-8b24-4c887413b3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125309 ms
Total Talk Time (AGENT): 61338 ms
Total Talk Time (CUSTOMER): 38082 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e7578df0-7ad7-4eb4-8b24-4c887413b3c4_20250417T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, it's [PII] from Doctor [PII]'s office. I'm calling for benefits for patients.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] I'm calling for benefits on a patient.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], I can barely hear you. Do you have me on speaker?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 893-413 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is this for service in a doctor's office or hospital or outpatient facility?
[CUSTOMER][NEUTRAL] Specialist offices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, can you repeat the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing an effective date of [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And the office visit is not covered under this policy. Um, I do show a treatment writer if there's treatment covered treatment done in the office, would you like that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so covered treatment can be considered under the outpatient benefit, which is up to $500 per calendar year, and this information is verification, not a guarantee of payment and currently I do not show any of that benefit used at this time. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's it for today thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.