AccountId: 011433970860
ContactId: fce92494-b0f1-484d-a7ed-f4e398676eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123559 ms
Total Talk Time (AGENT): 61420 ms
Total Talk Time (CUSTOMER): 41370 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/fce92494-b0f1-484d-a7ed-f4e398676eec_20250501T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm so sorry, what was the name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you very much. My name is [PII]. I'm calling from a provider's facility, and I had a benefits question regarding a patient, please.
[AGENT][POSITIVE] Yes, ma'am, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] 02295644
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] That looks like [PII] is the insured on this medical supplemental plan. Now you did say you had a question about benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I just need to know, I'm showing he has United Healthcare Primary and they have a $20 co-pay for physical therapy. I just need to know if the APL plan covers that co-pay.
[AGENT][NEUTRAL] All right, well, let's see. I do show this number is terminated, so let me do some digging to see if he perhaps flipped to a different number. Let's see.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] No, ma'am, it looks like he does not have an active plan here. This plan did terminate here on his supplemental plan on [PII], so he has no coverage here, [PII].
[CUSTOMER][NEUTRAL] OK, you said what was that term date again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK perfect that's everything I needed and thank you very much have a good rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.