AccountId: 011433970860
ContactId: 3389e6e0-b054-4c22-9f7f-bf5a9e96626e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103949 ms
Total Talk Time (AGENT): 43512 ms
Total Talk Time (CUSTOMER): 32298 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3389e6e0-b054-4c22-9f7f-bf5a9e96626e_20250603T17:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, hi, good afternoon. I'm calling from the doctor's office. I need to verify if a patient has coverage for a specialist office visit, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits today. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] At least if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 02456649 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show the outpatient per day maximum is $750.
[CUSTOMER][NEUTRAL] OK, do you guys, does does the plan cover office visits for specialists?
[AGENT][NEUTRAL] Um, yes, that would be covered under the outpatient. Now, it would only cover the treatment and procedures at the visit. It wouldn't include the copay.
[CUSTOMER][NEUTRAL] So it does not include the copay, right?
[AGENT][NEUTRAL] No, only um any treatment and procedures.
[CUSTOMER][NEUTRAL] OK, what is your name?
[AGENT][NEUTRAL] [PII], last initial [PII]. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that will be it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.