AccountId: 011433970860
ContactId: 30a14561-91a5-4cc0-bd08-886fafb345e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114949 ms
Total Talk Time (AGENT): 42964 ms
Total Talk Time (CUSTOMER): 53832 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/30a14561-91a5-4cc0-bd08-886fafb345e9_20250130T14:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I just needed to get benefits on a patient please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, no problem. Callback number is [PII].
[CUSTOMER][NEUTRAL] And then policy number let's see outpatient benefits, so it's uh 018.
[CUSTOMER][NEUTRAL] 717.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Yeah, this is gonna be for [PII]. Uh, date of birth is, uh, her date of birth on here. I'm sorry, um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], you, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, my name is [PII]. I'm calling from the provider's office.
[AGENT][NEUTRAL] Oh, [PII], I didn't give you a whole new name. [PII], this policy was active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she's coming in for a consultation for varicose vein treatment.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is this considered as inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It would be it would be office visits.
[AGENT][NEUTRAL] So the treatment received in the office is covered under her outpatient benefits of $1500 per calendar year. However, the visit itself would not be covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Ok, visited something up, OK.
[CUSTOMER][POSITIVE] OK, all right, that's everything I needed thank you so much for your time.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.