AccountId: 011433970860
ContactId: f21556aa-f7e0-4b28-87b7-e5a14bf42647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211830 ms
Total Talk Time (AGENT): 108319 ms
Total Talk Time (CUSTOMER): 79695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f21556aa-f7e0-4b28-87b7-e5a14bf42647_20250218T20:03_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and I am calling for speech therapy benefits for a new patient.
[AGENT][POSITIVE] No, it would be a pleasure to assist you with those benefits, and I don't know about you, but I'm glad it's afternoon and that morning. I'm sorry I said good morning.
[CUSTOMER][POSITIVE] That's fine, totally fine.
[AGENT][NEUTRAL] What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]. And that's correct.
[AGENT][NEUTRAL] All right. Thank you, [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 20339.
[AGENT][NEUTRAL] It that sounds like a group number. Do you have the ID card?
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] I don't. Um, this is, uh, um, the patient I talked to on the, on the phone. It's a new patient, and I asked her if there was another ID number and she said no, but that was the only number she had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let's see, what's the last name of the patient?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the patient's first name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you the policy ID number.
[AGENT][NEUTRAL] I found it. That wasn't so hard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, her policy number is 258.
[AGENT][NEUTRAL] 5575.
[CUSTOMER][NEUTRAL] 258-5575
[AGENT][NEUTRAL] Yes ma'am, that's your policy ID number.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And the effective date on the policy is [PII].
[AGENT][NEUTRAL] And this is a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To the policyholders Major Medical.
[AGENT][NEUTRAL] Now, with this policy, only physical therapy is covered.
[AGENT][NEUTRAL] Speech therapy would not be a covered benefit under her secondary policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, she probably doesn't know that. OK.
[AGENT][NEUTRAL] Yeah and the number she gave you is her group number so if you need that as well you've got that.
[CUSTOMER][NEUTRAL] OK, great. All right, well I guess that's all I need then.
[AGENT][POSITIVE] Well, it has been a pleasure to.
[CUSTOMER][NEUTRAL] Oh, call reference number. Yeah, call reference number, please.
[AGENT][NEUTRAL] Absolutely. That would be my name and today's date and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] All right. Well, thank you. No, that's it, and I hope your afternoon goes by quickly when you get home.
[AGENT][NEUTRAL] Well, I think, uh, yeah.
[AGENT][NEUTRAL] I hope yours does too and then our evenings are long, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, thank you for calling APL and I hope you have a lovely evening.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.