AccountId: 011433970860
ContactId: f0786fed-166f-4b84-b52d-440f4390af36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100510 ms
Total Talk Time (AGENT): 39405 ms
Total Talk Time (CUSTOMER): 32106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f0786fed-166f-4b84-b52d-440f4390af36_20250619T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 185.
[CUSTOMER][NEUTRAL] 78 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, show his policy is active and effective [PII].
[AGENT][NEUTRAL] And is this for outpatient services or office visit or?
[CUSTOMER][NEUTRAL] Specialist office visit.
[AGENT][NEUTRAL] Just a moment. This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So for his policy, it does cover $3000 per covered person per calendar year, but that would be for like outpatient hospital services. It won't cover an office visit.
[CUSTOMER][POSITIVE] OK perfect alright thank you very much have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day too. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.