AccountId: 011433970860
ContactId: 119c291e-44d1-4db9-8a62-3d2f1cecffe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148300 ms
Total Talk Time (AGENT): 61624 ms
Total Talk Time (CUSTOMER): 35200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/119c291e-44d1-4db9-8a62-3d2f1cecffe8_20250523T12:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need benefits.
[AGENT][POSITIVE] Great. Happy to check benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's.
[CUSTOMER][NEUTRAL] 02189848 ML 7.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] What does
[CUSTOMER][NEUTRAL] That's inpatient. I'm sorry I need outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are their secondary insurance, so it covers deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] And the outpatient benefits on this member's plan are $500 max, and that's per calendar day.
[CUSTOMER][NEUTRAL] For calendar day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. This covers only ultrasounds, diagnostic testing, and how about the office visit?
[AGENT][NEUTRAL] Let me check on office visit cause sometimes that is not covered the fee for that. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so the patient's plan will not cover the office visit fee. It will cover, however, the treatment um in the office.
[CUSTOMER][NEUTRAL] OK great thank you and [PII], can I get a car uh car reference number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with today's date, so you can use my name [PII]. Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][NEUTRAL] You too bye bye.