AccountId: 011433970860
ContactId: 29a5b435-8633-4fdc-a90a-3c5e4da1d578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157490 ms
Total Talk Time (AGENT): 72812 ms
Total Talk Time (CUSTOMER): 43431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/29a5b435-8633-4fdc-a90a-3c5e4da1d578_20250602T19:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, calling from urology specialty care calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 107.
[CUSTOMER][NEUTRAL] 1618.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and see, I'm showing that his effective date is [PII], policy is active, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] For outpatient procedures.
[AGENT][NEUTRAL] OK, and this is gonna be in an outpatient facility like a hospital?
[CUSTOMER][NEUTRAL] Um, no, in doctor's office.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Well, the policy doesn't cover procedures in office, but the patient does have benefits for office visits.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification coverage. Max payable for an office visit is up to $25 per visit and they have a total of 4 visits per year.
[CUSTOMER][NEUTRAL] OK, you said it'll cover $25 per visit, 4 visits a year?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK one sec.
[AGENT][NEUTRAL] And I show he's already used 3, so he has 1 visit remaining for this year.
[CUSTOMER][NEUTRAL] OK, is that all is that all of his benefits?
[AGENT][NEUTRAL] For office, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it. May I have your name and a reference number please?
[AGENT][NEUTRAL] Sure. My name is [PII] last initial [PII] And as far as reference, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] Thank you very much you have a wonderful day.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm