AccountId: 011433970860
ContactId: eb8b9903-7414-4430-aaed-8eb9f8485b9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169630 ms
Total Talk Time (AGENT): 56929 ms
Total Talk Time (CUSTOMER): 52698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/eb8b9903-7414-4430-aaed-8eb9f8485b9f_20250328T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII].
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 2502546
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] 4 1765.
[AGENT][NEUTRAL] Thank you [PII] were you needing claim status or benefits?
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Is it outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Doctor's office.
[AGENT][NEUTRAL] So it's for an office visit?
[CUSTOMER][NEUTRAL] Yes, I called in January and I was told that you covered up to $50 per visit.
[AGENT][NEUTRAL] OK, hold on one.
[CUSTOMER][NEUTRAL] And up to 4 visits for a year, so can you double check?
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is it for a specialist office visit?
[CUSTOMER][NEUTRAL] Specialist.
[AGENT][POSITIVE] Yes, ma'am, that information is correct for specialist.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'm trying to find out if he already used the 4 visits allow.
[AGENT][NEUTRAL] OK, I can check for you and any benefits given over the phone is not a guarantee of payment. Hold on, hold on just a moment, I'll check for you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] They haven't used any for this year.
[CUSTOMER][NEUTRAL] [PII], OK, may I have a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it thank you and have a nice weekend.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.