AccountId: 011433970860
ContactId: f8b03db0-518b-4f86-8713-334876bc6895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149690 ms
Total Talk Time (AGENT): 60416 ms
Total Talk Time (CUSTOMER): 60438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f8b03db0-518b-4f86-8713-334876bc6895_20250623T16:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling from Doctor [PII]'s office. I need to go with benefits on a patient.
[AGENT][NEUTRAL] OK. And may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] It's [PII]. Just bring the paper I'm on the phone. Thanks.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02509923ML8
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you had a question about the benefits?
[CUSTOMER][NEUTRAL] Oh, yes, I need to know if this plan is gonna cover the procedures in the office as the patient has a deductible with her primary plan.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] And it does cover services done in a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has a writer for office procedures right in the office.
[AGENT][NEUTRAL] Yes ma'am, it just doesn't cover the actual office visit itself.
[CUSTOMER][NEUTRAL] OK, OK, so up to how much do they cover for procedures?
[AGENT][NEUTRAL] OK, any benefits given over the phone is not a guarantee of payment. We pay up to $750 per calendar day.
[CUSTOMER][NEUTRAL] OK, so it's per day and then the same will apply for the sister [PII] as well, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so may I have a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] May I have your name please?
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] OK, [PII] in today's date. All right, thank you, bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.