AccountId: 011433970860
ContactId: e76e957d-53f6-4eed-9c0e-ee0ece4558f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179289 ms
Total Talk Time (AGENT): 60116 ms
Total Talk Time (CUSTOMER): 33900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e76e957d-53f6-4eed-9c0e-ee0ece4558f7_20250428T12:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to see if the patient has any out of network hearing aid benefits.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02583473.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And what's the policy? I'm sorry, a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said this is for outpatient facility?
[CUSTOMER][NEUTRAL] Um, for out of network here and a benefits.
[AGENT][NEUTRAL] OK, but what's the location? Is it office or outpatient or dental?
[CUSTOMER][NEUTRAL] Oh, I'm in office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that for me, [PII].
[AGENT][NEUTRAL] So I'm showing a policy effective date of [PII]. This policy is active now there's no network with this policy due to it being a supplemental gap policy and secondary to the major medical plan, so we follow the major medical EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say you needed the office visit benefit or you just wanted to know the network?
[CUSTOMER][NEUTRAL] Just know the network.
[AGENT][NEUTRAL] OK. All right, [PII], did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Can I get a call reference number before you go?
[AGENT][NEUTRAL] Sure, you'll use my name in today's date as your reference. [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.