AccountId: 011433970860
ContactId: ed7de0fd-c4d0-4cac-96ab-af8a552776a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300730 ms
Total Talk Time (AGENT): 110909 ms
Total Talk Time (CUSTOMER): 97266 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ed7de0fd-c4d0-4cac-96ab-af8a552776a6_20250225T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, can I have your name, please?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Can you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the initial of your last name, please?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] My name is [PII] and I wanna verify infertility benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility [PII]. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And calling from Bedmont reproductive endocrinology group.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02554963.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let me look up that patient real quick.
[AGENT][NEUTRAL] OK, I do show that the patient does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, uh, I have CPD codes for infertility.
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guarantee of payment. She has a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has daily hospital confinement benefit of $100.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has a first occurrence hospital confined.
[CUSTOMER][NEUTRAL] One, just one moment, ma'am.
[CUSTOMER][NEUTRAL] Just one moment, sorry, can I just give you the codes for infertility so you can check?
[AGENT][NEUTRAL] OK, uh, let me pull up the patients.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me pull up the patient's policy. Be just a moment. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's only
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, are you there? Yes, I'm here.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yeah, if, if ever we get disconnected, [PII], can, if ever we get disconnected, can you please give me a call back, [PII]?
[AGENT][NEUTRAL] Yes I can hear you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Can you repeat my number? I just wanna make sure you got it correctly.
[AGENT][NEUTRAL] Yes, I can repeat it. It's [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting in and out. Is it [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please, please give me a call back if we get disconnected.
[AGENT][POSITIVE] Yes I will absolutely.
[CUSTOMER][NEUTRAL] And can, can I give you the code now, ma'am, for infertility?
[AGENT][NEUTRAL] OK. I do show.
[AGENT][NEUTRAL] Yes ma'am, let me pull up the patient's policy.
[AGENT][NEUTRAL] We'll have to read the policy to make sure that it's a covered.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Ma'am, why are you cutting in and out? You're cutting in and out?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here I can hear you.
[CUSTOMER][NEGATIVE] Yeah, why don't you talk so I can hear you, ma'am. You're cutting in and out.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] I was talking I she just couldn't hear me. I'm sorry for that. I'm trying to.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] I can hear you, ma'am, but why are you, your line is cutting.
[AGENT][NEUTRAL] I'm gonna suggest that we hang up this call and recall.
[CUSTOMER][NEUTRAL] Can you call me back, please?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you call me back?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll wait for your call.
[AGENT][NEUTRAL] I will give you a call back and have a bad connection, yes ma'am.
[CUSTOMER][NEUTRAL] I'll wait for your call, ma'am.
[AGENT][NEUTRAL] OK, alright, [PII], I'll, I'll return the call. It's gonna be just a moment. I'll call you right back since we're having connection.
[CUSTOMER][NEUTRAL] Call me back please.