AccountId: 011433970860
ContactId: 1e28089b-c291-4a48-8781-7ef71e3dfb9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347760 ms
Total Talk Time (AGENT): 101530 ms
Total Talk Time (CUSTOMER): 62479 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1e28089b-c291-4a48-8781-7ef71e3dfb9e_20250116T20:43_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on a recorded line to verify benefits for a patient who's coming into the office for infusion therapy, and I have some procedure codes I need the benefits for.
[AGENT][POSITIVE] OK, sure, Ms [PII], I can assist you with benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D like Delta 43732049
[AGENT][NEUTRAL] Do you see a policy certificate number, Ms. [PII]?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, that the number is not for us, that's just for IMA. Um, may I have the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] I'm waiting on the system, bear with me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Any middle initial?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me try this one and see if this is it. Um, what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, that's it.
[AGENT][NEUTRAL] All right, and let's see.
[AGENT][NEUTRAL] And you said that you're looking for benefits for infusion?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check on this one because this is one of our unlimited hospital indemnity plans. It is a limited policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK. So this one in particular only covers the office visit. Um, we do not cover infusion.
[CUSTOMER][NEUTRAL] You don't cover infusion?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So you don't cover any drug or administration costs?
[AGENT][NEUTRAL] Not for this particular one, no. This is a limited hospital indemnity plan. It does have like office visit benefit, but that's all it covers. It's just the office visit itself.
[CUSTOMER][NEUTRAL] And we don't bill on office visits, so that's crazy.
[AGENT][NEUTRAL] Mm, yeah. Yeah, it is a limited policy. Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, and you said this is a limited indemnity policy, correct?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] All righty. Can I get your, oh, and that you don't cover infusion therapy. Uh, can I get your name and a reference number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] My name is [PII], and we don't have reference numbers. You can use my name in today's date if you will, Miss [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much have a great day.
[AGENT][POSITIVE] You're as well, Ms. [PII], and thank you for calling ATM. bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.