AccountId: 011433970860
ContactId: 20e6cc17-fa14-43be-9be6-b9bcb7856325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140619 ms
Total Talk Time (AGENT): 80788 ms
Total Talk Time (CUSTOMER): 37458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/20e6cc17-fa14-43be-9be6-b9bcb7856325_20250213T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was calling to check benefits on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 3054471415. And her new policy number is
[CUSTOMER][NEUTRAL] 02549479
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am 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] Outpatient diagnostic for a CAT scan.
[AGENT][NEUTRAL] OK, so for outpatient, the policy will pay up to $6000 per calendar year. That does include diagnostic testing in a hospital facility, outpatient facility or free-standing outpatient surgery center. Um, let me see, if it is in the physician's office or an office setting, um, the policy does also have the um office treatment where the treatment in the office could be covered up to that $6000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, this is an office setting um for the uh CAT scan, um, what they call free standing in facility but office setting, um, and they're still available.
[AGENT][NEUTRAL] Yes, let me see if any of the 6000 has been used for this year. Hold on one moment.
[AGENT][NEGATIVE] And none of the benefits has been used, so she still has that full balance.
[CUSTOMER][NEUTRAL] OK, any reference call number?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date. And again, that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[AGENT][POSITIVE] You're welcome and thanks for calling APO Ram. We have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.