AccountId: 011433970860
ContactId: ebec5146-714d-4ac7-b366-bf66596bb347
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169479 ms
Total Talk Time (AGENT): 71928 ms
Total Talk Time (CUSTOMER): 59667 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ebec5146-714d-4ac7-b366-bf66596bb347_20250624T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. I'm calling to check on benefits I remember.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02586825.
[AGENT][NEGATIVE] Give that to me one more time. I'm missing a number.
[CUSTOMER][NEUTRAL] 02, OK, it's 02586825.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] OK, I'm shown his effective date is [PII]. He is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Uh, for routine.
[CUSTOMER][NEUTRAL] So, I'm sorry, specialist office visit medical, please.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, well, under this patient's policy, it does not cover office visits. Uh, they do have a benefit for procedures in office. It is covered as outpatient, but the visit is not.
[CUSTOMER][NEUTRAL] so it only covers in office procedures.
[AGENT][NEUTRAL] Uh, correct, it doesn't cover any office visits.
[CUSTOMER][NEUTRAL] OK, so, um, such as, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like something on the eyelid, like uh, that kind of procedure?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Like a removal of something on the eyelid.
[CUSTOMER][NEUTRAL] So, what kind of procedure?
[AGENT][NEUTRAL] Uh, surgery, diagnostic, um, lab procedures and all as long as it's for a sickness or an injury, it could be covered under the policy as outpatient.
[CUSTOMER][NEUTRAL] So it just doesn't cover um office visit just for
[AGENT][NEUTRAL] Visits, correct. Treatment, procedures in office are covered, not for the visit itself.
[CUSTOMER][NEUTRAL] Procedures and off.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Um, that's all I need. Thank you so much. Have a blessed day.
[AGENT][POSITIVE] Alright you too thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.