AccountId: 011433970860
ContactId: 35675d21-0f98-44cb-b1d5-14285a414b4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288700 ms
Total Talk Time (AGENT): 85091 ms
Total Talk Time (CUSTOMER): 84446 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/35675d21-0f98-44cb-b1d5-14285a414b4c_20250527T20:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], uh, good afternoon. I would just like to get benefit information for one of our patients.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh, callback number is [PII]. [PII], can I have your initial?
[AGENT][NEUTRAL] Uh, [PII] is initial to my last name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number uh would be.
[CUSTOMER][NEUTRAL] 02337280 M. for Mama L for Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yep, uh, I wanted to get, uh, I wanted to know what's the coverage for specialist office visit.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. The policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Uh, for this policy,
[AGENT][NEUTRAL] Um, they do not have any office visit coverage.
[CUSTOMER][NEUTRAL] Um, is there like an outpatient benefit maximum?
[AGENT][NEUTRAL] There is an outpatient benefit and that would be for services rendered in hospital, urgent care, um, ER it pays up to $1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] And what's the accumulation as of today?
[AGENT][NEUTRAL] Um, they have not used anything so far this year.
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] Reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] I have another patient. That, is that OK?
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] All right. Let me also close this one.
[AGENT][NEUTRAL] OK, and what is that policy number?
[CUSTOMER][NEUTRAL] Um, 02003103 M for mama, L for Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Same questions.
[AGENT][NEUTRAL] This policy is effective [PII].
[AGENT][NEUTRAL] Yeah, not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, for this policy.
[AGENT][NEUTRAL] They have a $7350 per covered person per calendar year benefit payable.
[AGENT][NEUTRAL] That does include procedures and treatment rendered in the office, just not the actual office visit itself.
[CUSTOMER][NEGATIVE] Of visit is also not covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What's the accumulation?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, they've not used anything this year.
[CUSTOMER][NEUTRAL] Same reference number, right? Your name and today's date.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, that's all for today thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.