AccountId: 011433970860
ContactId: 033dc96e-0a83-4fab-a642-062d0ffb3916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177270 ms
Total Talk Time (AGENT): 79192 ms
Total Talk Time (CUSTOMER): 80807 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/033dc96e-0a83-4fab-a642-062d0ffb3916_20250214T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Seeing her
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, I'm calling um to get benefits and eligibility information.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And Ms. [PII], do you have a callback number or what's that policy number? I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm calling from a primary care provider's office so um I'm think the outpatient benefit number is that what I would need to give you?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, it's 01694082 ML8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] So the patient's name is [PII].
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I'm showing his effective date is [PII]. He is active on the policy. And you say you're calling to verify benefits for an office visit?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Uh, well, with this policy, office visits are not covered. However, he does have a writer that covers treatment or procedures in office. If those procedures are for sickness or injury, just not the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess I'm not quite understanding so if he were to have um.
[CUSTOMER][NEUTRAL] Like a laceration that were was stitched up the.
[CUSTOMER][NEUTRAL] Procedure would be covered, but if he's if he's just coming in for a sick visit, it's that's not covered am I understanding that?
[AGENT][NEUTRAL] Correct. So if he's just coming in for an office visit for sickness or an injury, it's not covered, but if he come in to the office and there's a charge for procedures like um surgery or diagnostic or lab, those services are covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, thank you so much and is there a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK super thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye.