AccountId: 011433970860
ContactId: f9b98cc7-cccc-4b7a-ae6b-921285aafa78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209100 ms
Total Talk Time (AGENT): 120162 ms
Total Talk Time (CUSTOMER): 52670 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f9b98cc7-cccc-4b7a-ae6b-921285aafa78_20250508T15:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] I'm calling for a patient's benefits from our provider's office.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And what's the name of the facility for annotation?
[CUSTOMER][NEUTRAL] A Southwater women's care.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 1463301 ML8
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, [PII]. OK, let me check and see if I can find a new policy. This one is old and is terminated. One moment.
[CUSTOMER][NEUTRAL] When did this one terminate?
[AGENT][NEUTRAL] Um, it terminated back in [PII]. I do have a new one.
[CUSTOMER][NEUTRAL] OK, can I have the new one's number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 01.
[AGENT][NEUTRAL] 67
[AGENT][NEUTRAL] 8932. Again, that's 01678932. Effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical. And you said you needed benefits, you need outpatient for office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I give you the benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and this one doesn't cover in office it's just for outpatient facilities.
[CUSTOMER][NEUTRAL] We're an outpatient office it doesn't cover anything here.
[AGENT][NEGATIVE] It doesn't cover anything in office.
[CUSTOMER][NEGATIVE] No coverage for in office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, not even in office procedure, nothing.
[AGENT][NEUTRAL] Nothing, no um no office visit, not office procedures. So it's just gonna be for outpatient facilities like urgent care and um surgery centers, diagnostic center, or hospital.
[CUSTOMER][POSITIVE] OK perfect and can I have your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Can you take a picture of my future.
[CUSTOMER][NEUTRAL] Sorry, sorry, can you repeat that?
[AGENT][NEUTRAL] Sure. That's [PII] [PII] [PII], [PII] [PII]. Last [PII] is [PII].
[CUSTOMER][NEUTRAL] OK perfect and can I have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Back to you have a good one.
[AGENT][NEUTRAL] I