AccountId: 011433970860
ContactId: 37e4894f-8798-40fd-a40a-144077dde3bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174779 ms
Total Talk Time (AGENT): 71538 ms
Total Talk Time (CUSTOMER): 65450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/37e4894f-8798-40fd-a40a-144077dde3bf_20250226T13:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a physician's office. I have 2 patients I'm looking for benefits on.
[AGENT][NEUTRAL] OK, can I help you. And what type of, you said you're calling from a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm calling from a doctor's office, primary care physician.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I have 02486627 ML7.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Do you have the other policy number?
[CUSTOMER][NEUTRAL] The other policy number is 01887319 ML8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] If you can verify the date of birth of the first policy number, the patient of the first policy number you gave me. Uh-huh.
[CUSTOMER][NEUTRAL] 321.
[CUSTOMER][NEUTRAL] 321 65 Deb G Web or Deper G Web?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And so I show an effective date of [PII], uh, this policy is active at this time.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And under this plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The physician's visit is not covered, but there is a treatment writer under this plan. So covered treatment can be considered under the outpatient benefit.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] they're gonna be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] So the 20% would be the patient's responsibility.
[AGENT][NEUTRAL] And is it for just the physician visit or is it for treatment as well?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's just for the physician visit. Actually this is a telehealth visit.
[AGENT][NEUTRAL] OK, so the physician
[AGENT][NEUTRAL] Yeah, so the physician visit is not covered by this policy.
[CUSTOMER][POSITIVE] Very good and the other policy?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] One moment, let me document this call and then I'll pull up the other one, OK? Give me a second.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And the patient's name and date of birth for the next policy number 1887319?
[CUSTOMER][NEUTRAL] Date of birth [PII] [PII].
[AGENT][NEUTRAL] Thank you. Showing an effective date of [PII] policy is active at this time.
[CUSTOMER][NEUTRAL] Oh, [PII]?
[AGENT][NEUTRAL] [PII] active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the physician visit fee is not covered under this policy?
[CUSTOMER][POSITIVE] Not covered, that's what I needed thank you so much you have a good day.
[AGENT][POSITIVE] Oh, you're welcome. If no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.