AccountId: 011433970860
ContactId: 1e3e19a9-0951-4bbe-845f-2ccd4be7d07a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142580 ms
Total Talk Time (AGENT): 78176 ms
Total Talk Time (CUSTOMER): 37955 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1e3e19a9-0951-4bbe-845f-2ccd4be7d07a_20250418T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the benefits and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01845792 then M as in Mary, L as in Larry, and then number 8.
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you, and I'm showing that the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, this would be, uh, for in office procedure.
[CUSTOMER][NEUTRAL] For surgical procedure.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So the policy um for the secondary policy, it only covers like inpatient and outpatient facilities. Under outpatient is where the office, um, like the office treatment rider would be, but this policy does not have it. Um, so this policy doesn't cover any services in the office setting, only outpatient like um urgent care, emergency room, outpatient surgeries.
[AGENT][NEUTRAL] Uh, physical therapy in an outpatient facility, but not in the office setting.
[AGENT][NEUTRAL] Other than cancer outpatient treatment center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well then that answers all of my questions then.
[CUSTOMER][NEUTRAL] Um, is there any reference number you can provide?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, sir, and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.