AccountId: 011433970860
ContactId: 38f953b1-9349-4775-b82f-96007a991f76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180880 ms
Total Talk Time (AGENT): 85786 ms
Total Talk Time (CUSTOMER): 50006 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/38f953b1-9349-4775-b82f-96007a991f76_20250331T13:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APCL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor that this office. I have a patient that's in the office, and we're gonna try, we're trying to do a few testings here. I just wanted to know if you guys will pick up the co-payment.
[AGENT][NEUTRAL] OK, I'm sorry, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you what is your callback number if disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number, please?
[CUSTOMER][NEUTRAL] I have here as 01369394 ML8.
[AGENT][POSITIVE] Thank you very much. One moment please, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, patient is coming in to do an echo.
[AGENT][NEUTRAL] OK, this policy has turned as of [PII]. Let me check to see if there's an active policy so I can assist you with benefits. One moment please, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] On your
[AGENT][NEUTRAL] OK, and this is an office setting or a facility?
[CUSTOMER][NEUTRAL] It's gonna be done in the office.
[AGENT][NEUTRAL] OK, thank you. Let me provide you with the correct policy number. The active policy number is 224-0489ML8.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check benefits for you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And it shows with an effective date of [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, please note the verification of benefits provided does not guarantee payment. The member has an outpatient benefit max of $7900. It will help with services inside the doctor's office covered services up to $7900 for the year.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so they haven't, I'm sorry, you, how how much have they used so far?
[AGENT][NEUTRAL] Um, I can check to see if anything has been accumulated, but the max that we will pay for the year is 7900.
[CUSTOMER][NEUTRAL] 7900, OK.
[AGENT][NEUTRAL] OK, one moment, let me check that for you accumulation.
[AGENT][NEUTRAL] OK, so far the member has only used $4.58.
[CUSTOMER][NEUTRAL] OK, so you guys, OK, can I get a reference number please?
[AGENT][NEUTRAL] We do not use reference numbers, [PII], but you can use my name [PII] last initial [PII], and today's date. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you no thank you so much have a nice day.
[AGENT][POSITIVE] You too, thanks for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Bye.