AccountId: 011433970860
ContactId: 035f9b78-e2b1-421e-a140-eb1b456599f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198759 ms
Total Talk Time (AGENT): 90050 ms
Total Talk Time (CUSTOMER): 53650 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/035f9b78-e2b1-421e-a140-eb1b456599f6_20250318T19:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I am calling for benefits for a specialist office visit as well as an ultrasound being done in the office.
[AGENT][POSITIVE] OK, sure. I can assist you with the benefits um for our office visit and ultrasound in office. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Florida Wo Care.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] 01972388 ML 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Then it was spreading out as and she kept.
[CUSTOMER][NEUTRAL] again
[AGENT][NEUTRAL] It's gonna be one more minute.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Miss [PII], before I give you any benefit information, 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.
[AGENT][NEUTRAL] And I'm waiting on the benefits to pull up one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we are the secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] Um let's see.
[AGENT][NEUTRAL] And again, this is not a guarantee of payment, just a verification of coverage. We have an outpatient maximum of $500 per day. Uh, this includes office treatments, so the procedure is done in the office, but it does not include the co-payment for the visit. So the co-payment for the visit is not covered.
[CUSTOMER][NEUTRAL] OK, so just the ultrasound I would think, right?
[AGENT][POSITIVE] Procedure. Mhm. Correct, yes.
[CUSTOMER][NEUTRAL] OK, sounds good um and you said per day, right?
[AGENT][NEUTRAL] Yes, that is a per day benefit. mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, uh, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and your reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name if you would like this [PII].
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.