AccountId: 011433970860
ContactId: 3160b4ee-217c-4656-ac7b-5405c4ae63b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121529 ms
Total Talk Time (AGENT): 56540 ms
Total Talk Time (CUSTOMER): 46073 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3160b4ee-217c-4656-ac7b-5405c4ae63b5_20250324T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02170589 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient for, uh, specialist offices.
[AGENT][NEUTRAL] OK. Actually, under this policy, services provided in office, including specialist office is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does the policy cover anything towards testing or only surgery?
[AGENT][NEUTRAL] Um, where will it take place? Will it take place in office?
[CUSTOMER][NEUTRAL] And if the testing, yes, would be done in office.
[AGENT][NEUTRAL] Um, no, ma'am. There's still no coverage for that because of the place of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, I thank you again for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Same to you bye.