AccountId: 011433970860
ContactId: 277bb849-2eea-476b-a169-bd69bd78afb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221660 ms
Total Talk Time (AGENT): 88091 ms
Total Talk Time (CUSTOMER): 42470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/277bb849-2eea-476b-a169-bd69bd78afb2_20250205T20:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from the urology clinics of North Texas, and I'm trying to verify general benefits on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the benefits, Mr. [PII], and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02212270.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Although that might, that might, I think this might be an old car. I might have an updated one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And it's, you said it's for dental, correct?
[CUSTOMER][NEUTRAL] Uh, no, it's for medical.
[AGENT][NEUTRAL] It's for medical. OK. Um, bear with me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got his most recent one pulled up. Um, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're looking for benefits for what type of service?
[CUSTOMER][NEUTRAL] Uh, just general benefit for a specialist office, is it?
[AGENT][NEUTRAL] OK, right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer, and we have, let's see, uh, bear with me, let me see how much we cover for an office visit.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so for the physician's office visit, we cover $75 per visit, maximum of 6 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Do we know how many of those users are currently remaining?
[AGENT][NEUTRAL] I can check for you, one moment.
[AGENT][NEUTRAL] As of as of today, he has not used his benefits, so he still have the full amount available.
[CUSTOMER][NEUTRAL] OK, and one last thing if I could just get you to confirm for me what network this plan uses?
[AGENT][NEUTRAL] If the provider participates with a multi plan, um, they can get that additional discount but it is not required.
[CUSTOMER][POSITIVE] Perfect and that's all I'm gonna need is there a reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, and you said that was so [PII]?
[AGENT][NEUTRAL] SOL initial M. Correct.
[CUSTOMER][POSITIVE] Awesome thank you for your help, [PII]. You have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye bye.