AccountId: 011433970860
ContactId: 27ac6657-a8fc-478d-a0b7-1f16c6649e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246509 ms
Total Talk Time (AGENT): 89786 ms
Total Talk Time (CUSTOMER): 60558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/27ac6657-a8fc-478d-a0b7-1f16c6649e5f_20250612T16:21_UTC.wav
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[CUSTOMER][NEUTRAL] Agents will be there to
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, good afternoon. I needed to um get benefits on my patient, please.
[AGENT][POSITIVE] OK and I'm so sorry, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you [PII]. What is your callback number please if disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] It's 02611554.
[AGENT][NEUTRAL] OK, to confirm.
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] It's 02611554.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and you're calling for benefits would you need inpatient or outpatient today?
[CUSTOMER][NEUTRAL] This is for outpatient.
[AGENT][NEUTRAL] Would this be for an office setting or a facility charge?
[CUSTOMER][NEUTRAL] It's an office setting.
[AGENT][NEUTRAL] OK, thank you so much. One moment please. Uh this member shows effective as of [PII] and one moment for those benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The plan will not cover for an office visit fee whether with a PCP or a specialist. The member have a.
[AGENT][NEUTRAL] And on the plan to help with procedures inside the doctor's office services or procedures inside the doctor's office.
[AGENT][NEUTRAL] Of course has been due to a sickness or an injury. Let me get that benefit for you one moment.
[CUSTOMER][NEUTRAL] OK. Well, it's not actually an off like we built as an office, but he, he's coming in to do a diagnostic study.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] For outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $6500 for the calendar year for covered services.
[CUSTOMER][NEUTRAL] OK, and has he used any of that yet for this year?
[AGENT][NEUTRAL] OK, let me check that for you. One moment please, [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has not.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] Alright and OK and then do you give uh reference numbers?
[AGENT][NEUTRAL] No, please my name in today's date. My name is [PII]. My last initial is [PII] Would you need any information as far as claim submission?
[CUSTOMER][NEUTRAL] No, no, no, that's OK.
[CUSTOMER][POSITIVE] OK, so, um, that, that's all I needed and thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Thank you, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye.