AccountId: 011433970860
ContactId: 2861fed1-3be4-472d-b076-5c6c4beb1c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153369 ms
Total Talk Time (AGENT): 65638 ms
Total Talk Time (CUSTOMER): 68929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2861fed1-3be4-472d-b076-5c6c4beb1c56_20250408T13:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII] calling from Virginia Cancer Institute. Just wanna verify to see if this patient in insurance is active or.
[CUSTOMER][NEUTRAL] Terminated
[AGENT][NEUTRAL] Sure, I could assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, sure. [PII]
[CUSTOMER][NEUTRAL] And call back number [PII]. And how do you spell your name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. I was calling in regards to your um patients you need the policy number or name first?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, the policy number.
[CUSTOMER][NEUTRAL] 02173249 date of birth [PII].
[CUSTOMER][NEUTRAL] The name [PII].
[AGENT][NEUTRAL] What is her name?
[CUSTOMER][NEUTRAL] The name [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify benefits eligibility for outpatient services.
[CUSTOMER][NEUTRAL] Um, yeah, in, in the office.
[AGENT][NEUTRAL] In office, this policy has been active since [PII] and it's currently active. So she does not have office visits, however, if it's the diagnosis is for cancer, then it'll fall under her outpatient benefits because she has a cancer treatment rider.
[CUSTOMER][NEUTRAL] Medical, uh huh.
[CUSTOMER][NEUTRAL] Oh, OK then.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And her outpatient benefits is $1500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, so she can't use it for medical only if she's diagnosed and get treatment.
[AGENT][NEUTRAL] Yes, that's correct. If the diagnosis is for cancer.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh OK then let me see. I don't think she has.
[AGENT][NEUTRAL] If it's not, then office visits are not covered.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And she don't have it.
[CUSTOMER][POSITIVE] Yeah she has she has it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it'll be covered if it's for diagnosis of a cancer diagnosis.
[CUSTOMER][NEGATIVE] Yeah, I don't see no treat.
[CUSTOMER][POSITIVE] Oh OK alright well thank you so much I appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That'll be all now is your reference number, your name in today's date?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much and have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APA. You have a great day as well. Goodbye.
[CUSTOMER][POSITIVE] Good bye.