AccountId: 011433970860
ContactId: 24dadef9-4d18-4b3b-8d9f-4f7afbc05333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147000 ms
Total Talk Time (AGENT): 46908 ms
Total Talk Time (CUSTOMER): 59304 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/24dadef9-4d18-4b3b-8d9f-4f7afbc05333_20250515T13:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I was needing to speak with somebody who can possibly help me, um, verify if my providers in network with a member's plan.
[AGENT][NEUTRAL] Do you have a callback number?
[CUSTOMER][NEUTRAL] I do. It's gonna be [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I do, um, policy number is 02622349.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, member's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And this is for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy doesn't have a network. It's just it's a PPO. The member can go wherever they desire to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um would I be able to get benefits for the member for a specialist office?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, so the member's policy has office visits of 5 visits per calendar year?
[AGENT][NEUTRAL] And we will pay up to
[AGENT][NEUTRAL] $50 per visit.
[AGENT][NEUTRAL] And this is not a guarantee of benefits, just a disclaimer of the policies' coverage.
[CUSTOMER][NEUTRAL] OK, so he's only limited to 5 visits per year and you guys are only gonna pay $50?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, is there a copay at all for a specialist office by any chance?
[AGENT][NEGATIVE] No, this is what we will only cover is $50.
[CUSTOMER][NEUTRAL] OK, no worries, um, if that's the case, can I just get the initial to your last name and a good reference number for the call?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we don't provide reference numbers.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You don't provide reference numbers at all?
[AGENT][NEUTRAL] Is there anything else? We don't, [PII] unfortunately, we don't.
[CUSTOMER][POSITIVE] OK, uh, well, no worries and thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye