AccountId: 011433970860
ContactId: 09cbf50d-2c60-40e0-86b5-b01f57eea736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106139 ms
Total Talk Time (AGENT): 56768 ms
Total Talk Time (CUSTOMER): 46502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/09cbf50d-2c60-40e0-86b5-b01f57eea736_20250114T18:54_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, this is [PII]. I'm just calling from Family Medicine Residency. I was just calling to verify um benefits for a patient.
[AGENT][NEUTRAL] OK. And is this in an office visit setting?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02510922.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information. And we're checking eligibility eligibility and then benefits in an office setting.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII] currently active, and let me pull up the policy benefits and I can provide that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the office visit benefit is up to $75 and that's per visit and the maximum number of visits per calendar year are 5.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this policy, uh, the verification of benefits is just verification. It doesn't guarantee a payment of a claim, and so far for this year, I do not show any of those visits used.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Alright, yes ma'am.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you, ma'am.
[AGENT][NEUTRAL] All right. You're welcome. Any other questions, um, I can help with [PII]?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] No ma'am you have a good day.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.