AccountId: 011433970860
ContactId: f7906f0b-a92e-4d49-a54d-cd41c7530f30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133779 ms
Total Talk Time (AGENT): 62879 ms
Total Talk Time (CUSTOMER): 39006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f7906f0b-a92e-4d49-a54d-cd41c7530f30_20250620T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and I'm calling to verify a patient's benefits and eligibility.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, Millennium physicians.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that policy number is 02451481.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, that is for [PII], [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, this is going to be for an iron infusion performed in the specialist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This particular policy doesn't have any benefits for office procedures or visits, so it's not gonna be covered under this one.
[CUSTOMER][NEUTRAL] OK, what does this plan cover?
[AGENT][NEUTRAL] OK, this one is gonna be for outpatient facilities like an urgent care, ER visit, surgery in an outpatient facility, um, and diagnostic testing in an outpatient facility.
[CUSTOMER][NEUTRAL] OK, OK, OK, um, and may I have a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you