AccountId: 011433970860
ContactId: fd467170-ebbe-4cf5-be21-6b095a49b653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219320 ms
Total Talk Time (AGENT): 69048 ms
Total Talk Time (CUSTOMER): 58954 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fd467170-ebbe-4cf5-be21-6b095a49b653_20250305T13:58_UTC.wav
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[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit also for procedures on an office setting.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, what's a good phone number, [PII], and what's uh the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02462557 ML8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your phone number? Mhm.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Verify the patient's name and date of birth for me, [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and we're checking eligibility and then benefits for the physician visit fee and then treatment in the office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm showing the policy effective date of [PII]. Um, I show the policy is active at this time.
[AGENT][NEUTRAL] And under this policy.
[AGENT][NEGATIVE] I'm showing treatment in the office is not covered and then the physician's office fee is not covered. Um, what is the cheap complaint or diagnosis?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Can it's done.
[AGENT][NEUTRAL] OK. And so under this policy, the physician visit fee and then treatment in the office is not covered under this policy?
[CUSTOMER][POSITIVE] Perfect thank you so much. Your name is?
[AGENT][NEUTRAL] You in today's status reference for today's call [PII] and first initial of my oh.
[CUSTOMER][NEUTRAL] Oh wait, wait, wait, it, it, it, it cut, cut off your name, can you repeat it?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial of my last name is [PII], and you'll use my name and today's status reference for today's call.
[CUSTOMER][POSITIVE] Thank you so much for your help appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.