AccountId: 011433970860
ContactId: 20f9aad5-5774-49aa-a239-3f287a6b82ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148360 ms
Total Talk Time (AGENT): 70541 ms
Total Talk Time (CUSTOMER): 49091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/20f9aad5-5774-49aa-a239-3f287a6b82ac_20250609T15:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, and uh my name is [PII]. I'm calling to verify on patients benefits.
[AGENT][NEUTRAL] OK, well, I can verify the benefits for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII]. And the policy number is 01991307 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK, so he's scheduled for colonoscopy and endoscopy. I would like to have his outpatient benefits.
[AGENT][NEUTRAL] Alright, so I'm showing the policy has been effective since [PII] and I'm waiting for the outpatient benefits to pop here. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For outpatients, the policy will pay up to $500 per occurrence. There's no deductible unless um the emergency room, which is a $100 deductible. Let me see if the diagnostic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Testing, um, specifies.
[CUSTOMER][NEUTRAL] All that.
[AGENT][NEUTRAL] OK, yeah, this policy doesn't specify what diagnostic testing is, so both should be OK, um, but of course, we'll know for sure once we process it.
[CUSTOMER][NEUTRAL] OK, got it. Alright, sounds good and and I, can I have the first initial of your last name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a reference for the call?
[AGENT][NEUTRAL] And there
[AGENT][NEUTRAL] Yes, there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alright, [PII], have a great day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank thanks for calling APO. Bye bye.