AccountId: 011433970860
ContactId: 0fa6844a-b118-4f6f-9f57-b5abbde10696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131619 ms
Total Talk Time (AGENT): 59019 ms
Total Talk Time (CUSTOMER): 61498 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0fa6844a-b118-4f6f-9f57-b5abbde10696_20250106T15:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, I'm calling to get benefits for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I have the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Yes, 02240470 M like Mary L like Larry and the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name that you're patient's name and date of birth that you're inquiring benefits for?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for outpatient services.
[CUSTOMER][NEUTRAL] Well, actually both. She's coming to us for maternity, so we do ultrasounds here at the office. I don't know if that's something that this will cover and plus delivery of baby, which is inpatient hospital.
[AGENT][NEUTRAL] So this policy has been active since [PII] and it's currently active. She has outpatient benefits of $7900 per calendar year. She has outpatient benefits of $7900 per calendar year, and the treatment received in the office falls under that benefit. However, the office visits are not covered, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so office visits not covered. What about ultrasound?
[AGENT][NEUTRAL] The treatment in the office received is covered under the outpatient benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, and what was your name again, hon?
[AGENT][NEUTRAL] [PII] and today's date is the reference, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome thank you so much, dear friend. I hope you have a great Monday.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] Yeah.