AccountId: 011433970860
ContactId: 1402eef8-d6cd-4716-84db-4b9cdc8db2af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153179 ms
Total Talk Time (AGENT): 81287 ms
Total Talk Time (CUSTOMER): 46900 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1402eef8-d6cd-4716-84db-4b9cdc8db2af_20250429T18:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes. Hi, [PII]. Um, I would like to verify benefits for one of your members.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][POSITIVE] Thank you. My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] Uh, vital MD, uh, Group Holding LLC. It's from the primary care physician's office.
[AGENT][NEUTRAL] OK, thank you. All right, and may I have the patient's policy number, Hona?
[CUSTOMER][NEUTRAL] Yes, it's 133566.
[CUSTOMER][NEUTRAL] 0 ML and the number 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. So you said it's gonna be an office visit or is the procedures done in the office?
[CUSTOMER][NEUTRAL] No, just an office visit. It will be for co-pays and deductibles for the primary care physician office.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I give you any benefit information, I need, mhm, right.
[CUSTOMER][NEUTRAL] If I got
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, tell me, tell me.
[AGENT][NEUTRAL] OK. Uh, this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, this one, let's see.
[AGENT][NEUTRAL] OK, so this one covers procedures done in office, but it does not cover the co-payment for the visit. So it doesn't have the office visit benefit. It will only cover procedures, OK? And that will be subject to the outpatient maximum.
[AGENT][NEUTRAL] And that is
[AGENT][NEUTRAL] $200 per day. Let me double check one moment.
[AGENT][NEUTRAL] Yes, $200 per day.
[CUSTOMER][NEUTRAL] OK, um, can I have a reference number too for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you so much. I appreciate your help. You have a nice day, so.
[AGENT][POSITIVE] Welcome you as well. Thank you for calling ATL. Bye-bye.