AccountId: 011433970860
ContactId: 37dd8beb-60d6-4e1c-9a1c-e06367c17df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209479 ms
Total Talk Time (AGENT): 75271 ms
Total Talk Time (CUSTOMER): 43926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/37dd8beb-60d6-4e1c-9a1c-e06367c17df9_20250128T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I just spoke with a representative and she gave me the benefits, but unfortunately I wasn't able to hear how much visits have been used for the patient's office visit.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um, are you able to provide that for me?
[AGENT][NEUTRAL] OK, so you have additional, you want to know how many, what the accumulation is for this calendar year?
[CUSTOMER][NEUTRAL] Yes, mhm, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 962-8887
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the last name [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, as of now I do not show that any visits have been used for this calendar year.
[CUSTOMER][NEGATIVE] Nothing has been met.
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you.
[AGENT][NEUTRAL] For Disney.
[AGENT][NEUTRAL] You're very welcome. And is there any
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] My name in today's date and also if you all do file a claim with us on this policy [PII], we will need to have the primary insurance company's explanation of benefits submitted along with the claim for review and then we do have our portal in which our claim status can be checked once it's processed with APL by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. You have a good rest of your day, OK?
[AGENT][POSITIVE] You, yes, ma'am, you too. And thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Bye-bye.