AccountId: 011433970860
ContactId: 0497b58b-fe2b-40a7-a6a7-d6558b54a70c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320980 ms
Total Talk Time (AGENT): 107878 ms
Total Talk Time (CUSTOMER): 85765 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/0497b58b-fe2b-40a7-a6a7-d6558b54a70c_20250429T17:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name you said?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Oh perfect. My name is [PII]. I'm calling from a specialist office. I would like to check um the benefits for a patient.
[AGENT][NEUTRAL] OK, and I says what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] It is outpatient benefit certification number is that right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 02464669 M as in Mary L as in Larry number 8.
[AGENT][NEUTRAL] OK, thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're calling for a specialist office visit outpatient. One moment please.
[CUSTOMER][NEUTRAL] Yes, because I already checked with the main insurance with [PII] and they told me that she's only responsible for $60 co-payment. So my question to you guys is if you guys cover that part or it's only for hospitals.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this policy number that you provided has term, so let me just check for an active policy number first, OK, before I can check for benefits.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] No problem one moment.
[AGENT][NEUTRAL] OK, so let me provide you with the correct policy number, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02110932 ML 8.
[CUSTOMER][NEUTRAL] Let me repeat that to you, 02110932 ML 8.
[AGENT][NEUTRAL] That is correct, yes. Now let me check benefits for your specialist office visits.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] May I place you on a brief hold please, [PII]?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] OK, thank you, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much for your patience with me. OK, the member does have a benefit to cover a specialist office visit. Um, please note verification of benefits provided does not guarantee payment. We pay up to $50 per visit with a max of 4 visits per person for the year.
[AGENT][NEUTRAL] It's 8 digits for the family.
[CUSTOMER][NEUTRAL] So you guys cover $50.
[CUSTOMER][NEUTRAL] Per visit for 4 visits in a year.
[AGENT][NEUTRAL] Yes, up to $50.
[CUSTOMER][NEUTRAL] Do you know if she already used one of those?
[AGENT][NEUTRAL] I can check for you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Currently she has used let's see give me one second please let me look over it real quick.
[AGENT][NEUTRAL] Just wanna make sure, bear with me please.
[CUSTOMER][POSITIVE] Yeah, yeah, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, she has used two visions currently.
[CUSTOMER][POSITIVE] Excellent, so she has still 2 visits available. She can use 1 today.
[AGENT][NEUTRAL] That is correct as of now she has only used 2.
[CUSTOMER][NEUTRAL] Exactly, yeah, and so can I get a reference number for the call please?
[AGENT][NEUTRAL] We do not use reference number sizes you can use my name and today's date. My last initials L like [PII].
[CUSTOMER][POSITIVE] [PII], OK, beautiful. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, my assistant thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.