AccountId: 011433970860
ContactId: 0661f5ad-fabe-4119-a8eb-f8fb977f46e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137210 ms
Total Talk Time (AGENT): 74388 ms
Total Talk Time (CUSTOMER): 54181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0661f5ad-fabe-4119-a8eb-f8fb977f46e2_20250602T14:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII]. I'm calling from Doctor [PII]'s office. I would like to verify benefits for one patient, please.
[AGENT][POSITIVE] I'm sure, one, I can assist you with benefits. Uh, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02555995
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This will be for an office office visit and also for office procedure.
[AGENT][NEUTRAL] OK. The co-pay is not covered for office visits for, but for office procedures, we cover up to 7500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Oh, OK, so no co-payments and will be covered only for outpacing in like ambulatory surgery center, right?
[AGENT][NEUTRAL] Right. And there is coverage for services provided in office but only for what goes towards the co-insurance and the deductible.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much I appreciate for your time. There are some reference number for this call, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, sir. For the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm thank you so much I appreciate for your help.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.